Confused

So I have been speaking to a consultant from 24 hour mobility cellphone insurance named Rene Du Plessis and she has not once answered my questions and in fact just keeps arguing with me and repeating herself.

Here is my problem.

In 2017 I insured 2 iPhone 7 plus’ 32GB with them and the insured value at the time was R16 200.00. We have not claimed from then until now in December 2018. We paid our monthly premium every month calculated to that amount. When we claimed we could not receive a new device as my boyfriend was leaving South Africa to go to Abroad so we asked for a payout instead.

When we received our payout they informed us that the CURRENT VALUE of the devices were R11999.00 and that was what they were going to pay us.

Now that we want to add the new device we bought as well as adjust our premium to the current values of the devices Rene Du Plessis said that the current value is R16400.00.

After questioning how that could be possible (because we were just informed that the devices currently value was R11999.00 and also knowing a phones value only decreases over time) I never received an answer and she just kept ignoring my question.

I am completely surprised on how the phones value was R16200 in 2017 and then when we claimed 2 months ago the value was R11999 and now according to Rene the value is R16400. Can someone advise?

All we want is to add our new device and have a premium calculated on the CURRENT VALUES OF THE PHONES.

Can someone from 24 hour mobility (other than Rene) please assist us?