iStore insure a ****

My device was ****** in a taxi home. I then blacklisted the phone and reported it to the police station. a day later I made a claim and days later after back-and-forth emails, my claim was approved. The challenge is now i was told to pay an extra R1000 on top of my excess which nowhere in the policy documents or schedule states that. I then called Ebrahim again to explain where it is written on the policy document and he told me that it is not there but I must pay it as it is their rule. Why am I supposed to pay an amount that is not stated on the policy document they sent me? All they are telling me is that they will review the policy wording in the future but I must pay that extra money in order to get a new device.

I feel ****** and ****med by Istore insure for this ********* behavior to their customers. Please be on the look out for this