Highly disappointed in lack of transparency from Cell C

I went to Cell C Trade Route Mall in February to have my S20 Ultra booked for repairs. They told me that they are unable to get through to the insurance and that I should leave and they will contact me with the details. I month went by with no contact, I tried calling and no one could assist me. I then had to go back to the store only to be told I did not follow up? Really? I then waited at the store for the insurance to be contacted, just to be told that I need to pay an excess of R2300!! For a phone worth R27k? My BMW is worth 200x more than that phone and my excess is R3500. How can I pay that much for phone?? I am already paying a lot monthly for the phone (which I choose to), plus insurance that is around R350. I have had contracts with Cell C for almost 15 years, and I am highly disappointed. Yes, Cell C is not the insurer, Hollard is, but Cell C offered me the insurance. I am a client of Cell C so they need to insure that the products that they offer their clients are the client's best interest. Had they been transparent about the high excess fee at the time of purchase, then I would have had an opportunity to shop around for my own insurance. Now I am stuck without a phone which I desperately need, and I need to pay an excess of R2300, after paying around R6000 already for insurance, and a contract of R1200 a month. I'm sorry, but this is absolutely absurd. I need someone to assist me with the way forward please, because I really need my phone for work!