Not happy with the service from fnb short term insurance

Hi , i've taken a short term insurance with Fnb , on my first claim it was rejected - upon my second claim due to power surge and blew up my house alarm system , my paper work states surge excess R0.00 and after technician view , claimed was approved , now i must pay excess of R3,000 , which is not on my documentation , i have been told someone will contact me within 3 working days , its been 2 weeks and no feedback from fnb, i hope im not the only client that this has been happening to. upon taking my policy , they did not mention that its reviewed yearly and excess changes , my renewal year for my policy is 2025,and we still in year 2024 but ive been already affected by this in 2024.this is a very poor service from fnb short term insurance side .