SANTAM PUT CLIENTS TO MISERY

This company does not even deserve any star. I have been paying a cellphone insurance with MTN underwriter is Santam company monthly for over two years and insured for "repairs only". I have never claimed. In September 2024 I submitted my claim for my screen damage, they collected the phone in November after many follow up calls. I paid the excess of almost aR800. They have been quiet since then. Yesterday I called and the they told me my device is covered but it's not repairable and they will send it back to me and give back my excess money. How on earth?I insured my phone so that they can fix in the event of damage. What happens to all the premiums I was paying? What was I paying for?