Insurance Policy Claims Procedure not followed

I opened an insurance claim on the 3rd of April and only got my new phone today (23 days later). The delay was partially due to the consultant (Vincent at the Cresta Vodacom Repairs Store) not phoning me to say my claim was ready and not letting me know that my replacement phone was there . However, the worst part is that the consultant did not do what the T's and C's of my insurance policy says he should do. He was supposed to book my phone in to be accessed to see whether the cracked screen could be repaired. He did not do this; instead he simply said that Vodacom does not do repairs on my make of phone. I was then forced to get a new phone for which the excess was obviously higher. I can't believe they made me go with the option that cost me more.