American Swiss poor service

Guys i honestly didn't expect this poor service from Amerivan swiss and TFG insurance my wife lots her wedding ring , i did everything i need to do and the claim was approved ,This past Saturday i when to the Amerivan swiss shop in southgate thinking am going in and getting my wife wedding ring, just to find out i need to pay a excess fee ,that know one told me about , on top of that the wedding ring was marked down , i don not want something els , she loved her wedding ring its in the shop but i cant have it ,they didn't want to give me the ring as its on mark down like that s my problem ,they want me to take something els and pay more money ,all i want is my wife wedding ring , i don t care if its mark down ,if i have money still left i will take something els to that that value of the money that s left I don't understand why i can get the ring she want as she really loved that ring and she don't want something els please help , you guys can tell me i need to add money for a ring she dont like as she want her ring back.