Bad Service - Telkom Insurance

I bought an Iphone 7 Plus from Telkom store on 21st Dec 2016. They told me that the Insurance will cover Theft/breakage/accidental damages which cost me R242.00/month.

I had problem with my phone recently, the phone went black and battery started to heat up. I gave in my phone for repair at the Telkom store, Mall of Africa on the 3rd of Feb. They just got the device and said the device will be repaired.

Today is the 21st of Feb and I still haven't heard anything back from them yet. When the called in the call center they are saying that I need to pay an additional amount of R1000 for the repair cost.

I don't really understand here, I am paying R242 every-month for the insurance and now I have to pay anotherR1000 for fixing my phone? Then what is the R242?

Previously I had contract with Apple directly for an Iphone 6 and they gave me Apple care and an additional year for just R700. When I gave the phone for repair, they didn't charge a single penny.

The service is so bad at the Telkom Insurance.