Pathetic Service i have ever experienced in my entire life

I took a cell phone contract with Edgars in 2016 on a HUAWEI P8 LITE and was offered insurance on the phone which I gladly accepted. The Contract ended in JAN 2018 but I continued with the Insurance on the phone. I lost my phone recently and submitted a claim about 2 weeks ago. Today I called the insurance company to do a follow up on my claim. I was told that my claim was approved for the amount of R3500 but for the funds to be release I need to pay an excess fee of R500, which I was never told about when I took out the insurance. I asked again about the excess amount when I submitted the claim at Edgars and I was told by the consultant that it won’t be needed since well the insurance premium was Paid in cash and not collected from my Edgars account. So now they telling me that the amount approved is R3500 which is less than the phone I was using, meaning that I have to downgrade my phone and all along I was told that the phone will be replaced or I will be given a phone of the same value. On top of it I have to pay the R500, so basically Edgars is paying me R3000 which is a ******* on my side and im not willing to accept their offer.

When I spoke to one of their consultant (Ms Nthabiseng Moiloa ) who was very rude and refused to assist me, I requested to speak to her manager, she refused and just told me straight that she cant and wont put me through to her manager. I then asked for the copy of the contract that I signed when I took the cover, I was told that they don’t keep the copies of the contract and I don’t have a choice but to pay the R500 for me to be assisted.

I have been calling more than 10 times on a daily basis and whenever I request for a manager or supervisor , I get transferred from pillar to post. I will never advise anybody I know to sign up for Edgars Mobile insurance