WHY AM I BEING TREATED LIKE THIS???

I bought a new phone early this year, around April I insured my phone with Vodacom. I had an incident over the past weekend where my phone was ****** from me, I made a claim and it was approved on Tuesday 11/10/2022. I called Vodacom insurance the following day to get the way forward, I spoke to a Lady by the name of LUCHIESHA who told me that there's about 822 phones(exactly the same phone I had) on the system and I should go to the store where I submitted my insurance claim and tell them to place an order for me, I did that, called Clearwater and I was being assisted my the store manager Ester. Ester told me that there is no stock available she did her best to find out which store has the same phone I had but she did not get it, she then advised me that I should call the insurance again to let them know, I did that. I called again yesterday the 13th, coincidentally I spoke to the same lady I spoke to LUCHIESHA, She then insisted and confirmed that there is stock available of the very same phone I had, but she can't do much because the guy who is responsible to place an order for me at the warehouse is on leave. then I asked when the guy was coming back then she said she is not sure because the guy lost his mom and I should wait for him to come back whenever he's coming back but I should keep calling next week to check if he is back yet. She then said as an alternative I can take another phone which I will pay double excess +- R7000, or call vodacom stores myself and find out which store has stock. She was very rude to me, she made me feel like they are doing me a favor, she does not have customer service At ALL. I asked to speak to her Team Leader by the name of Israel, she said he was busy on a call but he will call me shortly. He never did!!! Problem 1. She confirmed that there is stock available of exactly the same phone I had, now why should I wait for the warehouse guy to come back for the phone to be ordered?? What if he comes back end of November??? Does that mean I'll have to wait for so long without a phone? The warehouse does not operate when the guy is not at work??? Problem 2. Since I can't wait for the warehouse guy, my alternative was to get another phone with double the excess that was agreed apon taking the insurance. Problem 3. I was told that another alternative was to call the vodacom shops and find the phone myself, with what phone? I DON'T HAVE A PHONE!! Problem 4. She is vverryy rude and her team leader did not call me back as promised.