frustrated

On the 2/5/15 my phone accidentally slipped and got damaged.I waited till Monday(4/5/15)to report it then the sent someone to collect it on the 5/5/15.few days later I received a call from the administrator saying my phone can be repaired but I need to pay them an excess of R1875.00 which was different from the mail sent to me on 13 April.It stated that my new excess will be R1250.00 then subsequent will be R1875.00 .I explained that to her and she rep**** by saying ask your broker? I called and they did not take my call then emailed my complaint on the 13/5/15 and they rep**** next day saying they will fix it.up until today I'm still waiting.The funny part is my welcome pack April 2014 had R500 excess and no subsequent excess and the following statement :\You can't imagine your life without your cellphone and you'll never have to when you take out Cellphone insurance. This Cellphone policy <br> covers you if your phone is lost or damaged. There's no lengthy paperwork