cell phone insurance claim

I bought a cell phone in December last year at Samsung store Galleria using my Legit account card, Cell phone insurance was sold to of which I took. On 06/03 my cell phone was ******, I went to Samsung with all the required documents for insurance claim I was told by a sales consultant that they don't do claims I should go to Edgars for the claim and should come back to them to get the phone if the claim is approved. <br> I went to Edgars and my claim was approved in 5 days. I went to Samsung to get the phone where I spoke to the manager he said they won't be able to give me a phone as their system does not allow them to do claims. I asked him how come they sell insurance but don't do claims he said I should go to Edgars he cannot do anything for me. I then said I will take the matter to his superiors as I was not told when I took the insurance that I cant do claims or get a phone at Samsung. He then said he can do a transfer to CNA galleria but he does not have the phone on stock. he offered me a phone on display which I did not accept. He refused me to take another phone on the same price range as my insurance cover. he said he will order which I have been waiting for over 2 weeks