Insurance claims are a nightmare

I took insurance with Telkom when I bought an iPhone now that my phone is damaged I am told that they have changed companies that take care of insurance claims. My policy has been changed without my knowledge and I am asked to pay more access as apposed to the initial contract I signed. I called the claims number *** countless times wanting to escalate the matter they all telling me to call later as there manager is not around. I'm tired of the back and forth , I always pay my account on time.

Can we please get this resolved as I'm on the verge of closing my accounts