Cellphone insurance claim complaint

I have been with them for my cellphone insurance since 2019 and never claimed. Last month I claimed for the first time ever as my cell phone was stolen all of a sudden there's a 2k excess fee I had to pay. This was not advised at inception when I accepted the policy and it's not stated on the policy schedule. I queried that and nobody has an explanation for me,they are ignoring all the emails I've sent to them and I can't reach them telephonically!!!