Vodacom Cellphone Insurance

This stupid insurance administrators tell me to go buy a phone at my own expense at any store I will get reimbursed, but they refuse to pay me back the money less whatever my excess amount because the store I bought from doesn’t suit their standards... What a shame! After paying for 4 years without claiming, I get stabbed in the back like that! Insurance is supposed to be convenient, not inconveniencing us like that!