Questionable insurance

I've had my contract since cellphones came out . My previous upgrade,I received a Samsung. 3 Days later there was an electronic fault with the phone. I sent the phone in. They said that my phone had water damage,which was never the case. I sent a letter to Vodacom,but never received a reply. My newest contract is 2 iphones *** and ***. I have insured both phones with Vodacom. In the 2nd week of February 2016 my phone fell and the screen cracked. Phone was still in working order though. I sent the phone in for repairs. After 6 weeks I receive a phone call saying that the phone is beyond repair. I have to pay R4300 for a REPLACEMENT phone, not a new one?? Am I not insured? The phone was still working with the cracked screen,why is it beyond repair?? Can someone please help me in this manner?