I made a claim, for my phone repair, through Telkom, who is now with Omart insure

I made a claim, for my phone repair, through Telkom, who is now with Omart insure. The sent me a response to pay an excess of R1100. I was baffled by this as it's too much. I asked why it's so much and said they charge 15% of the value of the phone. This information was never mentioned when the took over. They only sent an email introducing themselves and said nothing will change based on the terms and conditions from the previous provider(admin plus).. No documentation was sent to me and I have been asking to escalate the matter since September and I have not received an update or resolution. Instead they keep telling me about the excess I have to pay.