DISAPPOINTED AND FRUSTRATED

I am writing to express my disappointment and frustration with my current claim, I'm dissatisfied with the amount of excess fee that I'm requested to pay. I'm requested to pay R5625 for excess fee which i have requested their consultants to explain as why I'm requested to pay such amount for a device that is covered for Max of R12500.My device insurance says i'm required to "pay 10% of the replacement value and R1000 for additional excess for 2nd claim within 12 months". however they are telling me about 45% of excess fee on 2nd claim within 12 months I have provided them with my telkom device insurance form but none of them are willing to help ,All they telling is that 45% is for second claim which is total different from device insurance form.Why are these insurance company taking advantage of us.