what is the use of insurance if its so useless to

i was ****** of my cellphone on the 31st March. i then reported the loss and followed the procedure, i then called the vodacom insurance company to report and claim. i was told that i can go to my nearest store and get the phone all is in order. i went and was told the phone was disconnected and the only one i could get was a phone that was less then my claim i call TWICE today and was told TWO DIFFERENT STORIES. one consultant told me i can get the phone and she will call the stores around and call me after 9