Cash insurance headache

I have a cash insurance with Edcon which falls under Finrite & underwritten by Hollard,on the 14 June 18 I lost my phone & made a claim the very same day,then today I made a follow up with the insurance & I spoke to Nikita & she explained how the cash insurance now works, that I have to wait for an SMS to confirm that my claim is approved then go & deposit the excess amount & my problem is we are not notified as cash insurance customers of any changes Edcon makes,on my account insurance I was notified that premiums will increase but not on cash insurance,I don't have the excess money cause I know it's going to be deducted from the amount they going to give me on a gift card,I am not willing to pay that excess, please help we are being taken for granted