Insurance claim

I have an account with Markham and took a cellphone on my account at American Swiss. My phone was lost on the 04/11/2015 as I was on my way from work and then the following day on the 05/11/2015 I went to report the ms, then on the 19th the insurance approved the claim. Then the consultant at American Swiss where I had bought the phone on account called the insurance for feedback regarding the claim then they said I must pay access and when she asked how much she was told that I need to pay R1000 access in order for me to receive a new phone. I was never told of any access or anything to pay when I took the insurance for my cellphone, this is pathetic customer service and whenever I ask for feedback I get absolutely no feedback that makes sense whatsoever, this is unacceptable and I took out the insurance to cover in such instances of loss and damage. All I want is a phone that I paid and still paing insurance for!!!! <br>