Mtn Insurance Is A **** Why Must I pay them again?

Job Card Ref. No. ***. I am very disappointed with Mtn. I received a Blackberry. last year April 2015. Went to take the cellphone in several times, last year. But the Mtn Courier Services, were on strike. Had to make do, with consultant at shop. Who removed battery, and sim card. Then phone worked a while. Every time I went in, the couriers were striking. I took the phone in 2 weeks ago, again. Phone was sent away. I received a sms today, to say that I must pay R1,680 for repairs. Or R330, if I reject the quote. This is unacceptable, as the handset is insured. The insurance is included on my monthly subscription. Nothing was said to me at the shop. About any charges, on the repairs. This is not the first time, that I have sent in a phone with Mtn for repairs. I spent a long time, on the phone dialling ***. I never received a loan handset! There's no-one I can contact directly, on sms received. I can't even send an e-mail on the website, to query this matter. Why don't they give me a choice, if I want the phone repaired or not. And how much it would cost? Instead of just sending me a sms, with an ultimatum. You pay R1,680 to Repair...Or R330 to reject the claim.