Cell C Device Insurance ****

My IPhone 15 was ****** on the 9th of December 2023. after months of back and forth which included having to prove I had been paying insurance monthly we finally received a sms. on the 17th of May 2024

Good day, your Cell C Device Insurance, underwritten by Hollard, claim is approved and an excess fee will be payable before your Iphone 15 Blue 512gb Mtpg3hx/A is collected. Please see excess and banking details for your claim below: Bank: FNB A/C No.: *** Branch Code: 260950 A/C Type: Current *** Amount: R6499.80 . Send proof of excess payment ***. Cell C JR WWAS, Auth FSP 1296

On request of how the excess has been calculated, 3 emails received no reply. Calling the call centre for clarity I was informed that the access is worked out on the unit that was ****** and was values at R32 499, in November when I received the phone, and the 20% is calculated from that value not the replacement value for the phone, Which is around 28K now. I can only advise to NEVER insure with Cell C device insurance.. Their actions feel ********