Bad service

My TV was damaged by loadshedding. I lodged a claim . While I was busy with the consultant I was advised My excess will be R4500 . I questioned the consultant that I was not informed about that and she said email was sent of which I have never received. I told the consultant they could have made courtesy call to inform me so that I can take informed decision whether I'm continuing with my policy or not I have told consultant that I had Sony curve which was affected by the power surge and have to downgrade to hisense due to ever increasing excess. Today I was told they will only give a voucher of R4500 which means I will downgrading again to 35 inch TV from 65 inch. It means I'm paying this insurance to downgrade my household items. I have advised them to return my TV and cancel the policy because it is only them who are benefiting from this