Vodacom Insurance is a headache

I lost my phone on Saturday, phoned Vodacom customer care, service was smooth on getting the ITC number, went to the police station to report it as the consultant advised it will be needed to claim from the Insurance. After having all I need, went to Vodashop Mall of Reds, service was good and I was helped and explained everything. The system gave me the options on the phones I can claim for. As I wanted to stay with an iPhone I selected one that was on the list and was advised from the consultant that an X amount will be paid extra. Told him I am happy to pay the amount. We waited for the quote and didn't receive it when the shop closed and Sunday's the insurance is not open. I phoned yesterday to follow up to find out that I'm not allowed to take the phone for my claim as they see it is an upgrade.

I am not satisfied with the outcome as why would they in the first place give other phones as options when you can only take what you had. This is unfair for a customer for about 20 years that was set on a choice to be told that your choice doesn't matter. In the end if something is not allowed don't offer it in the first place.