Failure to Notify me of Policy Change

My phone was picked up 5 days ago. Since then i have no received an update.I called yesterday to ask for an update , i was told she cant help me but will call me back before COB. COB came and no phone call was received to update me. I then called again this morning, i was told that repairs had not begun on my phone since i have not paid the Excess. I asked what my excess amount was and was told it was R1800..Which suprised me as the only policy i have ever received from them stated an Excess amount of R1000. THe consultant then told me that a new policy was sent to me on the 8th of December 2019.I checked my email thoroughly and could not find the policy. i made the consultant aware of this who said that he will generate a new policy , this was not acceptable however since i am meant to have been given written notice of a policy change within 30 days of it changing. I have since made 4 calls to finrite to speak to a supervisor about sending proof of delivery of the policy change. Each time i was told this would not be possible and that they would call me back after which they ended the call. I do not see how a company can operate like this , i have consistently paid my premiums for the past two years without missing a payment , this is my first claim for a minor repair of the back and screen, not a replacement of the entire phone. I would not recommend this company for anything , The consultants are completely unprofessional and have no idea how to navigate the system they are clearly using. I will most definitely be reporting them to the Ombudsman along with a copy of my phone call with their consultant as this is a violation of the service i agreed to