Pathetic Service - the worst insurance company ever

Telkom in general is the worst however Telkom insurance is pathetic. I have been paying insurance for 4 years 8 months for my device without any claim. On the 4th of January 2023 I took my device to the Telkom store in Adderley Street, because the device was damaged. Obviously as I always I have problems with Telkom the device was only booked in on the 11 January. Telkom Insurance which is Admin Plus then sends me a message stating I need to pay the excess fee for the repairs that needs to be done to my phone. My question was to Vincent Fisher from Admin Plus was: because my device is 4 years and 8 months old if anything happens to my device in the next 12 months who will be liable for the excess fee? If ever they expect excess fees to be paid again in the next 12 months I will not be pay twice in one year for a phone that I took care of for 4 years as I know the device is old. I need a guarantee if ever the device gives me problems in the next 12 months they will carry the cost of the excess fee.