cellc insurance

I bought a contract with cell c over a year ago in December 2015 my cellphone was ****** out my motor vehicle. I then called c surance to claim as I had taken out a policy with them.I was told to complete an affidavit and claim forms & send it to them which I did and the manager of cell c ladysmith had sent through via email. I then waited a week and had no response I contacted them again to ask about the claim I was told to send a picture and proof that my car was broken into which I did send through I waited another week went into the cell c store where the manager had contacted them now I have to pay a fee of R1199-00 access I was never told about when I took the contract!!! It's been weeks I had to beg for a response on Saturday when I called c surance I was told ever so rudely we have no documents of yours and the telephone call was slammed in my ear I cannot wait for my contract period to be up with cell c this is by far the worst service i've experienced