No sense of proffessionalism

I ave an account with Edgars that I pay loyally every month , within that account I have insurance with Hollard, for my cellphone, so my cellphone was damaged 2 weeks ago, I sent it in for repairs, as I have insurance, this morning I receive an sms that I can come collect the phone, its been fixed but now I have to pay Excess of R200.00, I get to Edgars, I am told the system says R400.00, so the lady at Edgars calls Hollard/inrite, and the agent rudely says to me, well!!\it was an agents error, but fact of the matter is I have to pay R400.00\",and she explains that it went up because its my second claim, so I ask her, so If I claim for the 10th time, I will pay a R2000.00 excess for a R1700.00 retail price phone? she couldn't explain to me the logic, so I ask her why I should be paying an agents error and she still repeats the statement.I left that phone at Edgars, Sandton City. because I honestly didn't have time to be sitting there arguing with an agent who isn't even apologetic about her error. I have paid for that phone through my edgars account, I want my phone.so Finrite/Hollard/Edgars will have to get back to me cause im not just go and pay funds because errors made my them"