Changing of terms and conditions at claim stage

Good day, <br> <br> I feel ****** by your insurance department when I was making a claim for a lost phone. I was told to pay a 20% excess fee whilst the claim for mentioned a 10% for first time claimants. The call centre agent who was assisting me was very rude and sent me a new revised terms and conditions are she kept on asking what was I signing for. I requested her to send me my application for together with the terms and condition she claimed I signed. I only received one page with my details which shows my signature but without signed terms and conditions.<br> <br> When I took up the insurance there was no mention of the excess fee requirements to me and never given any page with the breakdown of excess fees. Now that am claiming such document was introduced without my signature. I request Vodacom to process my claim as I'm prepared to take this matter up with the ombudsman. I feel this is **************** as you guys don't want to honour your side of the contract. This is an inconvenience to me as I'm still waiting for you guys to honour our agreement.