Poor claims service

I had a cellphone ****** last Fri evening. I went through the standard process of lodging a claim on Saturday morning. This included providing the IMEI number of the ****** phone to the insurance, which I obtained from the Vodacom agent assisting me with blacklisting/blocking the device and number. I was told the claim would be finalized on Tuesday. After not receiving feedback of any form, I call in today to be told the claim was rejected since the IMEI number corresponds to an iPhone, not a Samsung (which was insured, and still on contract with Vodacom). There is no explanation forthcoming as to how this was determined, OR why I was not provided with feedback. Terrible service, making an unpleasant experience of being subject to crime all the more difficult