Screen Insurance - Apple Iphone 5s - ***

So this device is under contract with Vodacom SP. I was offered free insurance when i took out the contract. I subsequently dropped the phone, screen cracked and booked in for Insurance, I was told the turnaround = 1 -2 weeks to fix/replace the screen. Yesterday I got a call from Cellsure, indicating that its in the best interest of Vodacom to offer me a refurbished phone, at a pay-in of R1100. i queried as to what happened to my initial screen repair request and the agent called her Supervisor, who explained there are a certain brand of handsets who do not qualify for screen replace and Vodacom feels its better to offer a new phone. This didnt sit well with me, hence the financial expense to me. Can someone at Vodacom/Cellsure please offer assistance and just get the screen replacement/repair honoured. Thats all and quite straightforward.