I have to pay extra money after paying excess fee

I am so sick of Game and Finrite( Hollard) I lost my phone and completed the application form to have it replaced. I was in contact with a lady from Finrite called Boitumelo Thobela who really helped me out with my claim, to an extent where she requested that I pay the excess fee of R290. I am ready now to make the final decision as to which phone I will take as I was not given much options anyways. I called the call centre and I was told that I can't have the phone I had picked out. How is this even possible as I was given the options just this morning. The lady I spoke to now told me I qualify for a Samsung Galaxy J6, what can I do with that **** phone? Only at Game it costs R2999. How can I be told I qualify for a certain phone and later on the same day be told I don't qualify for it. I need to pay an extra R100 for that phone when it wasn't mentioned to earlier.

I then told the lady I don't want any of the phones from the 3 options she has given me. She said she will escalate the claim to Hollard insurance so, I can get a payout. That payout better be quick tired of waiting like this and I don't have a phone and I am being pointed out in different directions.

Unacceptable work ethic! I am definitely going to cancel once I get my payout and will inform all my family members to not waste their money with Hollard( Finrite)