Can't deliver on their own promises!

I have written a previous report of the ********** experience my Mother had and where as a direct result of their call centre agent's negligence, my pensioner Mother was almost ****** and had her cellphone ******! They then promised to address the situation and that they would pay my Mother's phone's excess. We got a letter from the service provider of the insurance and sent this through as requested. The first guy never said the letter was not in order, he never said I need an invoice or a receipt or anything like that - now the next person (Monique) dealing with the matter seems to believe we're ********* taking a chance or something and is demanding an invoice or receipt confirming we paid the excess. Really? By rights Santam should cover the entire replacement cost of the phone - a Samsung Galaxy S5 - Go check Price check - the price is between R6908 and R7602 - not a measly R350 for the excess! Thanks for nothing Santam!