We are trying to get a cellphone repaired or replaced due to an accident but the agents are coming up with stories saying it's not covered but at first they said it's fully covered and will be replaced in unrepairable to the value of R11000

We are trying to get a cellphone repaired or replaced due to an accident but the agents are coming up with stories saying it's not covered but at first they said it's fully covered and will be replaced in unrepairable to the value of R11000. Please assist