bad service from CellC and Csurance

i am writing this with a sore heart, i took up insurance with Cell C since last year october 2018, using P20 and this year was ****** around April and all my belongings and the phone taken away from me. i phone the insurance which asked me to provide documents i did. my claim was approved, then boom i was asked to pay excess fee of R2600 not sure where will i raise such amount to pay for excess and i dont have a phone. because of this had to go to another service provider to get a phone because i did not have a phone. i am a cell c customer for the past 6 years and have been paying close to 3500 on monthly basis without default, if this is how their customers will be treated. its really unfair, how can i pay so much money for access fee. ever since i lost the phone i did not have any other as i could not afford the excess. but Telkom gave me a phone and now that is double expenditure and putting myself in more debts. this still frustrates me till today