Bad service from Finrite

I was in an accident, My phone screen cracked, luckily when I bought it I took out insurance with finrite, I was told my first excess amount will be R1000. When I called it I was send an amount of R5000 plus. I was shocked. I called in an agent told me I should have taken better care of it. I was so surprise my that statement. I ask to speak to her supervisor, I spoke to andile, she said I should write an email to her and it will be send to the underwrites. I send the mail the 1st of October. No got back to me.