claim for insurance

I took out an insurance for my cellphone, then on January I made a claim of a broken screen. I made the claim at Makharms Goldenwalk Germiston. The branch manager is Bafana and the lady who served me was Gift. When my phone was repaired I was told to bring an excess of R1700, which is too much for me I cant afford. Bafana didn't tell me that I will pay an excess. I want my phone . They are holding my phone refusing to give me until I pay that amount. Now when I phone him he is ignoring my calls . Please help me I need my phone. Their number is **********