Dissappointed

I have about 4 contracts with Vodacom and one of the cellphones were ****** while waiting for public transport. I went onto the Vodacom insurance website to log my claim and also got a message on the website stating that my claim has been logged successfully and that I will receive an email notification which I received and also that an agent will contact me. Nobody contacted me within 48 hours so I contacted them only to hear from the agent that the website is not working and she took my claim telephonically and told me after awhile that my claim has been approved and that I should go to the nearest Vodacom store, I did not receive a reference number from the agent and when I asked for a reference number the call got cut. I called back spoke to another agent and enquired about the access amount but she could not tell me what the access amount will be as my mobile that was ****** is out of stock and they will be giving me another mobile and depending on the cost of that mobile access will be determined yet I have an insurance document that states as my mobile falls in Band 10 my access will be R750.00.I am not please with Vodacom insurance who neglected to advise that their website is not working and for wanting to charge me more access because they do not have stock of the mobile that is insured.