Not Happy with Jet and Finrite insurance

I've called so many time to follow up on my claims, been told that someone will come to collect my phone for repair, they are telling me today that I have to pay access fee before they collect my phone,after so many time why didn't any tell me about access fees,you dont waist time when you deduct money from oir account, I don't have a problem witj paying access fee ,I just want to know why didn't you tell me from the first Im not happy Haaaaaaaai.