Unprofessional and unfair treatment

My claim was submitted on 09/07/2015. On 18/07/2015, a consultant called me back to advise the excess payable. She confirmed that she would e-mail the details through to me. To date I have not received any e-mails from them.<br> <br> I have tried several times to contact their office via the call center to follow up. Each time I have to hold on for some time before the call gets transferred to a consultant only to have the call dropped. This happened 3 times! Twice today.<br> <br> I would appreciate it if someone could explain to me why they require me to pay such a large excess amount when my policy contract states that the excess payable for the 1st incident is R350.00. This is the 1st time in almost 2 years that I have submitted a claim in terms of this policy. <br> <br> My policy contract also states that my phone (Samsung galaxy S4) is insured to the value of R8999.00. Why then does Csurance want to replace my phone with one that is worth less than the insured amount? (being the Samsung galaxy S5) and on top of that you want to charge me such a high excess.<br> <br> I do not believe this to be fair and I do not believe this to be in line with the provisions of the Consumer Protection Act