Worst Insurer Ever

Finrite Telkom insurance has caused me many frustrations, firstly I gave my phone in last year February to be fixed, after 19 calls I finally found out that I must pay an excess amount before they will look at my phone to me. I then did that and received the phone back. After this experience I was going to cancel my insurance with them until March when my phone broke again. Then I had to hand in the phone once more but due to lockdown this was made impossible. I then did that on the 7th of August. on the eleventh they received the device and at 13:00 of that day they let me know they will fix it upon receipt of excess payment. I got a hold of one of the people at the call center the next day and she said that she doesnt know the excess amount and she has to ask someone, they should send it to me by the next day. I have been trying since then at least once or twice a day to contact them to find out the payment amount. I was then sent an sms stating that I must send the supporting documents to Telkominsurance I tried contacting the call center then to find out what 1. The excess amount is. 2. what the documents are that they want, and every time I call the contact center I either get hung up on, or I hear people talking in the background for 10 minutes before I am finally hung up. I never hang up the phone I get hung up on every single time, it is infuriating and a disgusting way of working with your customers. I will be going to the insurance ombudsman as that is the worst I have ever been treated by any company in my life and I am 70 years old. what documents are needed and what is my excess payment.