Approved claim then rejected

I insured my cellphone with MTN insurance underwritten by Guardrisk and administrated by Admyntec Services. I lodged a claim with them today for my cellphone that was bumped out of my hands and fell on the face. The liquid started running and got worse. It became difficult to use the phone and as the screen didn't work anymore. I replaced the screen as I need my phone. Today I told them on a recorded line and in claim form what I did. I then got confirmation that my claim was approved and I need to pay the excess. When I phoned them for clarity I get told that they dont refund, and I need to cancel my claim. How does that make sense, I claim for a refund and after you approve the claim you then tell me you dont assist, the claim is approved but you dont assit and you dont reject. When I questioned the lady about the info that was provided she then told me that the person who dealt with my claim then didn't read my form or check the information ....what is the point then of giving you the information and completing claim forms if you decide what you want. This is misleading and unprofessional behavior.