Insurence claim not showing brakedown from

I have problem with Finrite insurence. I bought a phone at American Swiss Bela Bela mall and also took insurence for it and I was told incasse when I claim it will be 10%of the amount ya phone then double incase I claim in less thern 90 days. . I robed ND they took my bag with a phone inside.when I claim they told me at the store to bring the 10%percent which according to my calculations R4999. 00 it should be R499. 00 on my arrival at the store they tell. Me it's R1750 and I ask them how come they told the papers from insurence says that. I did call the insurence twice or more they only they answer to me it was mistake they ddnt tell me. So as a customer ryt jow I need to pay for theire mistake. The phone was was Samsung A32 dual Sim. I wanted to take onother phone the same for for the same amount they told me they only have ones I'm card for the with dual Sim it's about R5200. 00 I told them my self I use two simcard dn they wna give me a phone that takes one Sim. Am OK to take a phone that is R5200. 00 I'll top it up they say no ill have to take the one for R4999. 0. Again not my lro9if they don't have the dual Sim phone. I can't keep on paying for theire mistake pls help me store is American swiss Bela Bela mall tell number is 014 736 1848 claim number is RTE 292302.