Additional excess for cover that is not on the policy of device cover.

I have an All risk device insurance with Cell C uderwritten by Hollard. On the 27th May i lodged a claim for my device which accidentally fell into water and was damaged and that is covered as well. I was informed that it will take 21 days to finalise the claim and it did not, i took more than that. i complained on the 18th June as my claim was still not finalised. I was informed that they are waiting for a quotation on the damage of my device from an external provider and will be given an excess amount was that's received. On the 19th i received an email informing that my claim has been approved and an excess fee of R2250 has to be paid before i can collect my Apple Iphone 13 pro graphite 256gb MLve3aa/A is collected, which is exactly what my policy states will have to be paid as excess for the devices current worth. I made payment and emailed proof of payment onthe 20th June with reference number #***. When i quiried a way forward, i was informed that their finance department needs to allocate the amount paid before i can fetch the phone. On the 21st i received another email informing me to pay an additional excess of R 3169.80. When i quiried why there is an additional excess as that is not in my policy, i was informed it is because my device is beyond repair. I told them that the excess i paid is according to my policy with them and i was informed that someone should have informed me of this additional excess even though it is not part of my policy with them. I was informed that though it is not part of my policy, i still have to pay the additional excess and no one can explain why as this is not a valid reason as this is not part of my policy. This is wrong because i had already paid my excess as per the policy and now i am being charged an additional excess. THis is nonsense and i want my device as i did adhere to my poicy with Cell C. This is nonsense!