Cellphone insurance excess

On the 13th July 2019, I got hijacked and my Galaxy A 10 was taken with and I had gotten in around may 2019. I have been a client of finrite more than 4 years and have had numereous phone and some i did not even claim.I send my claim through and it come back with an excess of R2000 and i said my phone was R2700 and i dont really need a phone for R5000 and the Rene Juluis and she said i was over insured and she will come back to me. The next day, I called twice and could not get hold of her and I spoke to Gcina who went into my case and came back and said it was wrong of them to add penantly of R1.5k as i was not a new policy holder, he can see the phone i had previously. He said that I was approved and my excess was R500. Five minutes Rene calls and says my penalty is R1500 and Gcina has not authority and that she rudely put me through to Gcina and I asked to speak to a manager, and spoke to Ntabiseng who did not help at all. She said my case was escalated to Hollardd and by the end of the week i should get feedback, this was on the 17/18 July. The week passed nothing, spoke to Mandla Manyonei who said that this hollard will hold a meeting last week and provide feedback on the matter, i have called three times, either i am on the line for more than 5 minutes or lines are being dropped.

The issue was i do not consider myself a new policy holder and It was not my first time insuring the phone with finrite and there has not even been a break from when i first had my phone insured around 2014/6.

The staff at finrite such as Gcina and authorised also did not consider me a new policy holder and Ntabiseng and Rene has their own knowledge,I am suffering because i do not have a phone and no one is giving me an answer. I received a call from Forensic department Dan to confirm the hijacked and he said he sent the case to the business side. I am frustrated as even when i call Finrite, sometime i hold the line for 20 minutes.