Csurance (Cell C)

I have got a contract cellphone with Cell C which is insured with them. The screen cracked, so I took it in to the store and filled in the forms and left the phone with them. The consultant at the store gave me a phone number to call in a week or two to check whether my phone was ready for collection. A week later, I call the number. Firstly I am placed on hold for about 10 minutes. Thereafter I am told that the phone cannot be fixed until I pay the excess. The call centre agent could not tell me why this had not been communicated at the time that I handed in the phone at the store. This has been the biggest epic fail for me in terms of service. Now I have to wait another two weeks to get my phone. Cell C will never catch up with Vodacom or MTN with such terrible customer service!