PAID INSURANCE UP TO DATE BUT CANT GET SERVICE

my cell phone broke and i took it for at Jet at Pretoria north for them to took it to FINRITE INSURANCE as they signed me with finrite insurance when i bought the cell phone from Jet and FINRITE INSURANCE. Now on the 3/08/2015 i took my cell phone for repair and contract state that 1st claim is R90 access fee when i collect the cell phone after being repaired and when i collected my cell phone on the 25/08/2015 i found the cell phone NOT being repair fully as part of the memory card slot was still broken I immediatley told Mr Sello the Jet STAFF WHO ASSISTED ME that i'm am not taking the cell phone and not paying the R90-00 acces fee as the cell phone is not properly fixes it must me returned back to the Finrite insurance to be properly fixed on the 23/11/2015 Finrite insurance staff called me to say i must pay R+ -290 access fee as the 2nd claim i asked which 2nd cause 1st claim was never addressed?? Now and all the time i paid for insurance money for my cell phone is not FAIR <br> why are they taking advantage of us like this because every time we call its a new agent and we must start our story from the start and no one to care to help me its now 3 Months