Excess Amount Payable ballooned

Due to crime in this country I lodged a claim with Telkom insurance administered by Finrite. My claim was approved after numerous attempts of emails and calls.I was told that my Excess is R 2639.90.I then asked the service Rep how did it come to that amount,all she can say that is the amount I should pay. 1 The policy Excess amounts Payable schedule clearly states that the Excess amount payable is R 1200.I then wrote an email asking for a breakdown of R2639.90 which is 120% more than what is stipulated on the policy.Up to this day no one from Finrite has rep**** with the breakdown I wanted so that I can be satisfied.Even handsets of 3x the value of my phone their Excess is lower. The deviation from the policy which is a proposed course of action should 123 happen we will act in such a manner is unbelievable. It is disgusting when insurers treat clients like this,I feel it is my constitutional right to know and that right is trampled upon.