Lack of Knowledge on insurance claims

Iam really dissappointed with the staff members at Markham Mall of Africa and Markham O.R Tambo int. They have portrayed a lack of knowledge as far as cellphone claims are concerned and only base or make decisions individually without any policy or document to refer to. Today being the 14th of January 2019, finrite approved my insurance claim, i then went to Markham mall of Africa for collection and finalization of the process in order for me to get a new device. I chose a device which the price is currently R500 less than the stipulated maximum claim threshold. Markham Mall of Africa had no stock and i ead sent to Markham O.R Tambo int. When i got there after being stuck in traffic for a good 40 min im told the price is actually a promo price and the claim cannot be processed. My question to them was, where is it mentioned by the insurer that phones on sale which i was told at Markham Mall of Africa is the normal price the claim cannot be processed? Poor employees of Markham O.R Tambo William and Sharon couldnt answer me.

Markham Or rather TFG im really dissappointed in your staff members. To Finrite insurance, its high time you allowed top ups on claims as original phones insured may be discontinued, vat has gone up and phones have become better. Allow for top ups and in so doing you can adjust the insurance premium