Vodacom insurance nightmare

I have been paying my Vodacom premium including insurance with no issues, the Tab screen gets damaged and I send it to Vodacom soshanguve where I got it and my issues started, they sent it to Vodacom repair centre which was later returned back to store in fixed cause Vodacom doesn’t fix Lenovo, it was than sent to a different place where we had to beg Vodacom soshanguve for feedback after pushing I get a quotation to pay 4,8k to get the phone fixed, now am confused cause I have insurance, I decide to contact the insurance and I speak to Katlego who tells me the store hasn’t put through the claim, and sends me claim documents and tell me the quote is higher then the insured value so he will write it off and give me ref to get a new Tab, and advises I should reject the quote and ask the company to return the tab to the store, I sent through all his documentation and he went quiet in me, so I decide to email the claims email address and I was told I need to pay the 4,8k and send through the POP for them to reimburse me.

I get that but I don’t have 5k to make this payment, why can’t the insurance pay the company directly and I will pay the excess??? I dnt have that kind of money so does it mean I will be paying for a phone that doesn’t work going forward as I dnt have 5k? I took insurance to avoid such costs and now I can’t be helped cause I dnt have 5k, no one at the insurance answers the calls and they hide behind emails so they can ignore us when we damand answers????

All I need is my fixed tab as no one told me I have to pay such a amount in case of damages, all I was told about is the excess, I would have bought a Samsung or hauwei brand if I knew Lenovo will be such stress for me.

Please assist it’s been a month and some weeks waiting for this tab to be fixed