Hollard claim they called repair shop to avoid paying full amount for phone.

I would like to complain about the service that I'm receiving from Hollard. I made a claim for my phone, A Samsung A 33, I got a damage report from Vodacom in Hatfield. The insurer claimed to have called Vodacom to enquire about the battery which needed to be replaced. Hollard is now claiming the battery was being replaced because of wear and tear. This is not the case. I called the Vodacom repair shop in Hatfield, There is nothing on the damage report that says anything about wear and tear. The phone costs R6500, repair cost R4000. They want to now pay R3000 minus my access. They also have not provided the name of the person they spoke to at the repair shop.