Phone repairs dependent on R10

I have been dealing with a claim for a phone to be repaired for over a month! I handed over all details required. I paid the R150 access fee. I even went as far as walking around without a loan phone so I could have my phone fixed or replaced. When I initially got the insurance I was told that if my phone breaks after three months and I am up to date with the premiums my phone would be replaced. Fine obviously that story changed when I made the claim. Then I stuck with the agreement to have it fixed. After two weeks of silence and the phone is with them I call to follow up Alice tells me that I need to pay an ETRA R10!!!!! If I don't pay the R10 my phone will not be fixed. So after I have been told that I must pay access of R150 I get told that I must pay R10 for the assessment costs which I was not told about. Apparently they tried to call me to tell me about the R10 and I didn't answer my phone. But do they think I would have paid the R10 which is news to me since I was initially only told about the R150? So I must incur bank charges over R10 so I can get my phone fixed??? I requested the manager to call me....I am still waiting!