NOresponse to claimBUTprice for insuranceINCREASED

Good day. I must say in quite frustrated about response and finalizing of claim. I've spoken to a device insure agent over emails. But nothing has been done yet. This is now a month since my first mail. I request feedback but receive no response. I'm a teacher and use my ipad for educational purposes. I've been banking with FNB for a while now. And the level of service has always been good. But I'm not happy now. Really! As my debit orders went off this month I see that the device insurance also went up. With no prior notification? How can one pay for something and then get no client service when needed. I really hope someone would contact me soon as this is really getting frustrating. I teach during the day thus only available on my cell from after 3 o'clock. The agents name is Brycen/ jaco