Delayed claim due to lack of communication between underwriter and Indwe.

My claim is currently being handled by Charmaine van Niekerk. I took out insurance with Indwe underwritten by Hollard. I currently have a claim for a windscreen and cell phone. My signed policy states that I do not pay excess for windscreen and have a R500 excess on the cell phone. However now that I am claiming I had to pay R480.23 excess for the windscreen and have also been told to be 10% of the cellphone claim. I do not have any formal communication regarding changes to my excess let alone a phone call. Not having a cellphone is extremely frustrating as I depended on that cell phone for business. I do not understand why I have to suffer the lack of communication to clients between Hollard and Indwe. I have already started getting quotes to switch insurers, else I could find myself in an even worse situation if this is how they deal with such small claims.