Jet ***** phone insurance

I lost my phone on the 22nd October and initiated my phone insurance on the 23rd October and they asked for an excess fee off R500 which is not there on the terms and conditions of my contract. I paid the money 26th October 2020 and sent proof to the insurer at Jet Bridgecity and they agent advise somebody will be intouch with 48hrs from the 26th October about what phones they have but up until today no contact i have been calling in everyday about my claim nothing is being done but they have took this months charge but havent delivered.