Vodacom insurance

I have problem with insurance I claimed laptop that I got ****** on the 6 of march 2025 I produce the case number, affidavit and the serial number, but they say they won't help me, I was at vodacom shop randfontein they told the consultant that he must order the laptop while there's no options of amount that showing me to choose which 1can I afford, I was on the line from 16:32 16:56 and they end up saying they won't help me.