acces fee penalised

took insurance out from jet on the 24th of april and on the 20th of july i lost my phone in the taxi i went to the police station and got everything i needed for my insurance claim i knew that i had to pay an access fee of R200 once the claim was approved but when i went to the jet store the slip showed i had to pay an access fee of R769 i than called the call centre when i got back to work and the lady i spoke to said to me that she would forward my documents to her superior and that she would get back to me on friday they havent gotten back to me i had to call them today and the other lady i spoke to said she will forward my documentS and if there wasnt any communication with me they would assit me but my point is that the jet store people didnt explain any of this to me and if they did send me an email i havent read it cause ive got busy job and i dont get a chance to read everything i recieve on my email please help me i feel hopeless i dont have R769 to pay unless we make an payment arrangement over the next few months because to me its like im paying half of the money back of the first phone which was R1500 this is the callcentres number *** SOMEONE PLEASE HELP ME!!!!