CELL C Insurance Claim

I have been a loyal customer of Cell C and have had no problems until recently

My phone unfortunately broke and for the 1st time had to claim via the Cell C Insurance division. I submitted the claim on the 9th September and as of date (7th October) have still not received my phone back. No one contacts you to give you any update, you continuously have to contact them and with no progress. I was finally advised on the 25th September to make my excess payment of R650 with no quote or invoicing details, just an email. I paid this on the 27th. Only to get an email on the 7th October with an additional excess fee of R1,134.10, with no explanation. I was originally advised after i queried the 1st excess, that it is based on the value of the phone. So what, did my phone value increase since the original quote??

This is absolutely ridiculous!! @Cell C - Please make contact and resolve this matter ASAP