cellphone insurance

In December 2017 I took an insurance for my cellphone, It happened in January I made a claim, TFG insurance was not assisting me at all until I had to ask Hello Peter to assist, after that they then told me to bring the phone for repairs. I took my phone to Golden walk Markhams. Today I got a call from them to come and collect my phone and I must bring R1700 which is excess. This was a shock to me as when I gave them my phone I was not told of excess. I went to the store and they refused to give me my phone until I pay R1700. Please I don't have that kind of money, even when your gyser burst you don't pay such high excess. Please help me coz I cant lose my phone like that to Garshon who is at Head Office. Their email is **********