Device insurance cliam

I took my phone for repairs at to telkom in the 03/07/20 for repairs. Then followed up in my device in the 17th only to realise my device is still at the store. Then the courier took it on 20/07/20 and then on 29/07/20 got a qoute for bradian logistic for which I was quoted for R3 256,01. Then I called telkom and explained that I do have insurance with finrite then device was moved over to telkom. I then called finrite several time asking them to send me the access amount, when I spoke to one of your agent on 03/08/20 the told me access amount that I need to pay is Excess amount of R 3219.90 . However I questioned them why should I pay the same amount that was quoted by bradian logistics and requested that i please be send a breakdown of the cost for me to get an understanding as to how they got to that excess amount and till today no one has gotten back to me. I call them everyday and they always say they have requested and will get back to me.