Vodacom cellphone insurance

Vodacom insurance, I am a Vodacom customer have a phone contract and insurance. I lost my phone they approved but they don't have the phone , When I call and ask them which store is it available on they drop the phone all the agencies , I called 8 times they drop the phone after I asked which store can i get it from. I went to 3 stores already and the phone is not available(iphone 14 pro max)