REDICULOUS ACCSESS FEE

Having lost my cellphone yesterday (09 March2020) I lay my claim to Vodacom insurance and received a call saying my claim has been approved but I must pay an 25% access fee of replacement value for iPhone 11 pro 256GB. The amount could go as high as R7500 when I ask why 25% I did not get respond from the insurance but sent to Vodacom shop Lakeside mall.

Consultant at shop couldn't give me any answers also referred me back to the insurance.