Vodacom insurance is a ****! Be careful people!

I am disappointed with Vodacom insurance, I am long standing costumer at Vodacom, I have. 2 contracts. I lost my phone on Saturday and I am claiming from the insurance. 1 lady at the shop told me the claim is approved they just don’t have stock. I went to another Voda shop and the lady is telling me I need to pay the access I don’t know anything about and it is too much, am I was never advised about this. And she told me it 10 Percent and I called the insurance Nonhlanhla from claims is telling me I must pay 15 percent. Vodacom insurance is a ****! I want my phone it was insured