Xamani the team leader is very rude and raising voice

Xamani the team leader is very rude and raising voice when speaking to me.Their agent know nothing about phone yam contracts and always put me on hold for more than 10minutes.I lost my phone and the claim was approved the contract says I can opt out not get a new cellphone but im told I can't.why? I don't want to deal with you,your services are frustrating.and Xamani is telling.me I need to pay cancelation fee of R1815.00 for a cellphone I don't have and the insurance claim was approved.