Unilateral Amendment of the Insurance Policy

I insured my Samsung Galaxy S4 with Cell C Surance underwritten by Hollard. A month ago I accidentally lost my phone. Now I lodged a claim for Replacement of the phone and provided all documents required. To my surprise the Consultants alleged that the Excess Payable is R1300 for them to replace my phone. This is contrary to the Policy terms which states that the Excess Payable on first incident is R350. I questioned the Consultants as to when and why was I not informed of this change in terms and conditions of the policy since I'm a party to the agreement. And also how is it possible for the excess to increase by 300%. Needless to say they all couldn't answer and have been passing the buck and sending me from pillar to post. I informed them they are in breach of the policy agreement. The matter has been escalated to Hollard their underwriters and I still have heard anything from them. The inconvenience and bad service is astounding. Mind you, they continued to debit the insurance premium. Cell C Surance underwritten by Hollard has given me the worst service I've ever experienced. Clearly in this matter the Ombudsman will have to intervene.