Finrite is putrid

I sent my phone in for repairs on the 2nd July 2020, my phone was then lost for over 2 months and only found on the 18 September 2020. I've been paying insurance and expected a service. I queried with finrite to have the excess fee wavered due to the delay, the amount of calls I had to make, the amount of trips I had to make to the store and overall my time. In return this is what I was told "Good day Kindly note that there is an excess fee to be paid with each and every claim lodged with insurance and as a result we are unable to waive the excess fee"

This in my opinion is unprofessional and no thought was put behind this. I really need someone to call me to discuss this. This service is putrid.