screen cannot be repeired - Consumer Complaint for Vodacom - Head Office

I took my phone to the Vodacom shop in Canal walk on the 3rd of November for repairs since i'm covered for accidental. i ask the consultant how long its takes he said 3 day which i was okay with that.On Friday the 6th i went again on to the store to inquire about the status of my phone i was told i will be contacted, no one contacted me until today the 10 November i went again in to the store to inquire, that's when i was told that my phone can not be fixed i'm approved for a new device. HOW? I have been without my phone for almost a week and no one bothered to inform me. All of a sudden i'm told my quote is R4000+ WHICH DOES NOT FALL FROM MY INSURANCE BRACKET. I'm so furious because when i took the insurance no one explained to me.