Cellphone insurance

I sent my Samsung mobile which I've had since Dec 2014 in for repairs to Finrite, along with a report from a vodacom technician confirming the problem and mentioning the parts needed to repair the phone. I received the phone and paid the excess of R500 only to find that the phone had the same problem. After talking to five Finrite consultants, I was told to return my phone so their technician could assess it, which I refuse to do considering that their technician failed to assess the phone correctly the first time. I was also told that after my phone is returned the second time it will count as a second claim and would have to pay another excess of R1000. After numerous calls with unhelpful consultants I still don't understand why neither Edgars or Finrite want to take responsibility and resolve the matter. The policy for the insurance company is, that if the phone cannot be repaired then it will be replaced, so I demanded the excess refunded for the repair that wasn't done and my phone replaced because they failed to repair it, but still nobody will assist me. Appalling service for such big companies!