DECLINED CLAIM DUE TO EXCESS FEE

On the 3rd of March 2023 I was watching tv at my place&tbe TV just stopped working. I gave it some time to see if the problem still continues and indeed it was not working as the screen was flashing on & off. I alerted my insurance Miway on Monday the 6th of March, they didn't attend to my query until I called them on the 7th.they sent a guy from their repair center to come pickup the TV so that they could access the damage further. The TV was collected on the 8th of March. Today I received a call from claims department advising me that I have to pay an excess fee of R4500 to have my TV replaced. I took an insurance without an excess for any household goods I claim for and there's nowhere in my policy document where it says that I will be charged this amount for any replacement of stuff in my house. All I want is for my TV to be replaced or fixed and be returned to me before I escalate the matter to my lawyers. This is **************** as the consultant who called me told me that since load shedding policies have been amended, I never got any document from miway advising me of such as if we as costumers are the one's who caused this load shedding issues. I have been a loyal customer who never missed any payments on his premiums, i DESERVE A BETTER SERVICE FOR WHAT I'M PAYING For.. My policy is a NO Excess policy and that is why I took it in the first place. I don't have anything to watch at my place, please assist me ASAP