Telkom insurance poor service.

I Sent my phone for screen repair a month ago and only now I've been told to pay excess of R1875 without knowing what I am paying for... worse I have never claimed anything on the phone before, I have been paying for more than two years for the insurance and the phone is more than two years old also...Telkom Vaal mall in partnership with Worldwide Advisory Services insurance I want answers. What have I been paying for all this years to be paying so much excess?