Finrite agents lack customer service

This morning I just spoke to an agent whose name is Abigail from finrite. I made a claim to fix my phone as the screen cracked. The lady I spoke to on the phone to make my claim did not mention I will be paying an excess she just told me they will pick up the phone from my work and bring it back when it's done. 2 days after I receive sms to say my phone will only be repaired once I pay excess fee, I call them back as I was not aware of the excess fee for repairs. I inform the lady Abigail I was not told about the excess when I made my claim and I don't even know how much it is. This lady was so damn rude she told me 'Well mam you should have read your booklet it's all there incase you Ddnt know". I tell her I took out the insurance 4years ago I don't have that booklet anymore that is why I asked for all the details during my claim. She went on being rude saying that's not their fault and not listening to anything I say and saying it is wat it is. The sms does not even say how much excess to pay I had to call them and ask. I think you should really listen to the calls and hear how these agents speak to your customers it's pathetic. When I asked for her name she hung up