Vodacom insure - Finrite administrators

I have a Vodacom cellphone insurance thats underwritten by Finrite. I am receiving the worst service ever as a customer. The claim was approved on the 08/03/23 by Vodacom in Cornubia. The store only had stock of the S23 Plus. I needed my phone urgently so I agreed to pay the difference in cash to get the phone but then the that the call centre said it is not allowed. I went to cornubia Vodacom today to check if the phone was in stock and it came in. The agent said on 2 different call that i can take the s23 base but today they say I can’t get phone. Why am I paying for an insurance that has no customer service? People take insurance to be stress free in case there is a problem but it seems like I am more stressed now because I don’t have a phone for the second day now. I need my phone because I do business via my phone. Please assist and I need to find a way forward.