Refusal to refund my excess

So I finally got the sales call and i picked up that i was never advised that there would be an excess payable should i submit a claim on my bluetooth speaker. I was advised that i would pay R680 should i claim for the Apple Watch and zero excess for my home content claim. The insurer says there is no valid reason for excess paid at my last claim to be refunded, however, all evidence is on the call recording. Are you saying that what i heard on the call in untrue?