R2000 to get my own phone back?!

So I get ****** and have to claim for a new phone and I'm not too concerned as I am covered by my insurance policy. After waiting two weeks for feedback I get told I have to pay an excess of R2000 for a R4000 phone?! As it is less than 3 months? Never-mind that I had been with them with my previous device for 2 years without claiming, but now I must pay half the value to get back what I'd been paying for all this time? At least when I got ****** they admitted to *****ing from me. I have no idea how you can justify asking for that much from someone who is already the VICTIM and did not sign any documentation saying I would be liable for this amount