Insurance claim

I am totally disgusted by the service I've been receiving from Vodacom. So what happened is that is that I was ****** on Wednesday 11th September. On the same day I opened a case and the next day i went to Vodacom to claim for a new phone as I'm using it for work. I completed forms and they advised that i can come collect the next day. With the expectation that I will have to pay a excess of R400 but as I went back today I was advised that I need to to pay an excess of R1200. This information was not confirmed with me when i signed up with the insurance that I will need to pay this excess and on top of it they are saying it's a new contract. Is it my fault that i was ****** within a month after purchasing a contract and why was all this not in wrighting when i was called to add the insurance cover. Is this the way you get customers and make excuses not to give me a new phone . With only one month with them I'm disgusted. Please advise