Phone Claim

We bought a phone at Game and Took Insurance with them in 2017.In 2019 phone were ****** and reported and submitted everything at Finrite.Suddenly wgen they suppose to give me the phone they telling me about 10% Excess Fee which is not even on my Contract i signed with Them.I told them that the only Excess fee i see is the one of 50% which u pay if you make a claim in 2 months after Buying the phone.

My argue to them is why paying 10% that is not even on my Contract with them.Why did they not write it on my Contract. I still want Game Finrite to answer to me .why paying something i was not told about before.