Insurance Claim Lack of professionalism

On behalf of my pensioner parents :On the 1st of Feb 2018 my father logged a claim for my moms very old blackberry 9300.The last claim logged in 2014,took close to 2months to finalize before the actual phone was given back. The lady at Edcon Vangate mall advised that an excess of 420.00 had to be paid as the system reflects that there has been a claim within the past 12months,no papers to prove this we just have to take her word for it. In that same moment we recieved an sms that we should pay a 90 excess contrary to what the lady just said. So now between taking a taxi up and down to edgars to fetch all the paperwork, pensioners have fork out travelling money for public transport because theres a lack of communication. How much money do we have to fork out on travelling and insurance for a phone before the problem is resolved.