Bad customer service

On the 22nd of January 2020 I took my phone to Edgars trade route mall so that it can be booked for repairs as I took an insurance for it with them. On the 28th of February 2020 I went back to the same store to check if my phone has been returned from the repairs or not, only to be told that because my insurance is been paid direct from my bank account not from my Edgar's account the repair Centre will contact me, and I was given a number to call then to enquire about the status of my phone. Today the 7th of March I called their contact center on *** and I spoke to Ntombi who told me that she has just sent a request for my claim to be authorized as the is an excess amount I need to pay before the phone can be repaired. I asked her how was I to know that there's an excess to pay before the phone is repaired if they don't contact me. And I only find out today when I call them, I am not happy about this kind of service I'm getting from them as I pay my premiums on time every month and I have never ever skipped a single payment. What I want is for my phone to be repaired if they can do that I need it to be delivered to me before the 13th of March 2020 because they decided to keep my phone with them and not communicate with me regarding the status of the repairs