Poor policy administration

I experienced good claims experience in the past, but I cannot say the same about my current claim.My phone is damaged, but to my surprise, I am told that my excess went from R300 to R3250, I am told about a so-called endor*****t that I know nothing about.if I knew about the endor*****t I was going to cancel the damn policy. How do you charge a cellphone excess like it's a motor vehicle excess. I think they should just cancel this claim,I will buy myself a phone and cancel this thing. I am told that excess have changed and I have an endor*****t, finding that out at claim stage, that is total B.S