Told to get own insurance quotations then return

I have insurance on an iPhone which has bad battery. 3 weeks ago the Melrose Branch replaced the battery but the problem continued. That same week I the visited the Centurion Vodacom Branch and was told the phone was beyond economical repair as the issue was the motherboard and that a new phone (and model) would be made available and i'd have to pay excess. But this could only be done during the week before 3pm as a claim would have to be logged with Vodacom Insurance. Yesterday I had time to visit the Melrose Branch and the employee said I had to go get a quotation at the Apple Store and call Vodacom Insurance and wait for instructions. What ****ed up service is that? Why wasn't this told to me on the 12th of March when I collected the phone in the first place? Why do I pay insurance every month for 3 years if the service is that bad? At my average monthly Bill of R3,400 I think I've paid the phone back multiple times.