Vodacom insurance limit

I lost a phone and insurance approved it for R7500 but when I get to Vodashop atRandfontein, insurance refused to approve the phone. If the limit is 7500 why do they want to give you a phone to the valaue of 4500, I wanted an iphone 7, the account is in arrears and it doesn't have to affect the replacement of the phone because even if I can pay it next month they still bill me for the month they wont stop billing because the phone is lost, replace the phone and I pay the bill month end