Pathetic service vodacom insurance

I made a claim for my Tablet on the 7 November 2019 at Lakeside mall in benoni. On Monday I was told that the insurance has been approved. I went to Benoni lakeside mall on the 13 November, I was showed which tablet I can get but wasn't happy with the ones I was shown then I asked the consultant if is it possible for me to take another tablet and top up money ontop of the excess that I will need to pay..The consultant then made a call to vodacom insurance and informed them of my query and over the phone she was told that I will need to pay 631 as we were waiting for insurance to send the paperwork we got told that they were offline and the documents will only be available the following day. I left and went back on the 14 Novemer and when I got there now the amount I was told of changed and instead of having to pay pay 631 I was expected to pay 1891.60 What kind of a sick game is this??is this the way we get ripped of by service providers??The consultant phoned insurance and this time I also spoke to them and I told them it would for them to retrieve the voice recording and I had to wait for almost an hour for them to trace the call and only got told they cant find the recording..how pathetic. I refuse to pay what I was not told of. I asked to be contacted with regards to this matter and no one ever came back to me. I have been paying the insurance for more than five years but the service I have got now its ridiculous.why must one have an insurance when you wont get help when needed??