Cellphone insurance claim

I took a contract phone with Telkom in March 2023 and also insured my phone with Telkom Device Insurance. I lost my cellphone on the 28th of November 2024. I submitted a claim and the claim was approved. I was than told to pay excess of R1875 with is 15% of the claim cost while my insurance document state that my excess is 10% of the claim cost. I then sent an email to them to explain why my excess is 15% of the claim cost no one responded to my email till date. I still don't have a cell phone till today.