POOR SERVICE BY HOLLARD

I have cellphone insurance i took at Edgards for a Mobicel Trendy phone. The premium is being debited from my bank account and its R49. I took the phone back to Edgars N1 City on the 26 June 2018 as it was not charging. I was advised of Terms and conditions that insurance will fix such issues for the phone. I have been to Edgards 9th or 10th July to check if there is any progress, the cellphone counter lady called the insurance, they said to her they will come back to be by the Monday. I have not heard anything until I went back to Edgars today 15 August. The same lady called the insurance and they said to her the cellphone cannot be fixed, therefore i must pay an access fee of R100 and they will then give me another phone. My understanding and what i was told when booking the phone in is that it will be fixed. This phone is not ****** or lost where i need to pay access for claiming for a replacement device. I gave the phone back to the store for it to be fixed. Its not my issue that insurance cannot fix it, i am paying insurance for such things. I will not pay a Access fee for a new phone i have not lost. I want my phone fixed or a new phone. Period!!