Telkom Insurance a ****

I was ****** and made a claim to my insurance, to which my claim was successful however when I had to receive my device that was ******, I first received a wrong device, and I notified them of the mistake, they sent courier services to fetch it. I later received a replacement device and I notice that its seal was broken and didn't open it and notified the insurer. Up until now they didn't get back to me it's almost two weeks. I feel cheated on that my device is replaced with a used device instead of a new one.