Incredible Connection selling expensive insurance in an uniformed way

I bought a Samsung A50, I also bought insurance for the phone through Incredible Connection. I was not given any information other than I have insurance for 24 months for an upfront payment of R1899 on a R5500 phone. The phone was accidentally damaged beyond repair. Incredible Connection submitted the claim. There is apparently a R689 excess that now needs to be paid. The booklet of the insurance was not given to me and no information about extra monies needed to be paid. Prior to this they had another insurance company who did not require and excess. So in effect Incredible Connection is peddling insurance of which they know very little and ends up quite costly through ABACUS. I was also told that if the phone had been ****** there are cases where the phone is not replaced. Management at Incredible Connection are not helpful Three attempts at trying to reach head office ended in a dead line.