I am livid with Vodacom Insurance

Took a Vodacom Insurance policy for my device,I was covered immediately.There was a loss that occurred and submitted a claim of which they approved.Went to a nearest local store,I couldn't get the I was insured for.I was downgraded because of the access.I really don't understand how you guys work.I do have on the record that I am going to pay 30% of the value of device within 60 days of the inception of the device.Please sort this out I can't settle for less than what I deserve.Please sort this out as soon as possible.