Insurance Claim *****

I was involved in a smash and grab and had my iPhone 13 stollen and it was insured with Vodacom. I went to the store and got told if I want the phone I need to pay the excess and additional R2200. After the smash and grab I went to the V&A Waterfront store. I completed the form and was told please come back tomorrow and we will have everything sorted. I returned to find out that my claim was not loaded and nothing was sorted out. I then was told about the additional money that I have to pay in. And was told I need to phone other stores out side the V&A Store allocation to find a phone where I do not need to pay the additional amount above my excess. At this time the store was empty, I was the only client and six staff members was standing in a circle at the entrance and chatting. Before I left, I gave them all another chance and asked again "Let me understand this correctly, you want me to phone Vodacom stores to find a phone which I had insured". This was confirmed and I left upset. I immediately went to the Cape Quarter and got told that they have the phone and they were upset that I was told that they were not part of the V&A group. This is when it all started. A call to insurance and got told that I need to pay R9k and still the same phone call it changed to R6k and then to R2200 which I have to pay ABOVE the insurance company cover that was taken with Vodacom for the same phone that got ******. Anyone out there that could please help - I have been without a phone since 30 September.