munumental service failure/deception

i took up a cell phone contract with cell c and signed up for cell phone insurance with c surance a couple of month ago. when i took out the phone insurance over the phone not all the terms and conditions were detailed and explained to me, and no hard copy was forwarded to me to also detail the terms and conditions. now i lost my phone a week ago, and i am told to pay an excess fee i was not initial informed about and when i asked then to pull the initial call, jabulile was very short tempered and not helpful at all. she sent me the claim form which i completed and forwarded to her the very same day, of which today i have not received any feedback. i have been calling them since and their call centre is not helpful at all they are just good at passing the bug. well i have paid the excess fee, and i just know that i will wait forever to have this resolved, i am utterly disappointed and dissatisfied.