Telkom insurance (Finrite)

I have cell phone insurance with Telkom(finrite). I took my phone for repairs at a Telkom shop in Durban Mutual Mall and was told to take the phone to Huawei (pavilion) for free repairs, went there, they told me otherwise. Telkom staff in Durban had provided false information. went to the Telkom shop there, they took the phone in for repairs. it was booked in a service centre on the 26th of August 2017. I haven't received my phone. I called Telkom today, 9/10/'17, they asked me to call finrite, they told me I have to pay access fee of R350 for them to repair the phone. really? after 30 working days. The phone is not yet repaired and no one communicated this with me. how ***********, how about I take my phone back and cancel the insurance, they have not assisted in any way. such an inconvenience, paying for services not rendered.