Insurance claim rejected

I am a very disheartened and dissapointed in the service that I have received from Vodacom insurance in the process to fix my phone. My phone was damaged during the lockdown period and I could only take it to the repair centre this week. Only for my claim to be rejected because it was not submitted within the stipulated time period. I had a call with a very rude agent, who told me that I should have recorded my phone call with the branch that told me that they are not collecting phones for repairs. What was I supposed to do when the branch told me to take it to the Fourways repair centre and because of lockdown regulations I could only make it to Fourways this week?