MTN Insurance claims are getting out of hand

I'm completely shocked by the poor service I'm receiving with regards to insurance claim. I sent them my broken device which was a Samsung Galaxy A56 5G duel sim. They should be giving me the same device back because that is what i have been paying for. Now they are coming back to me saying this, " the available device we have to offer you is: SAMSUNG GALAXY A36 128GB (Confirm if you accept)" to wich i declined their offer. They then rep**** with: "Kindly note that as per the terms and conditions of the insurance you are to be replaced with the same make & model you are insured for and if the device is currently not available we offer the next available option ranging within your insured value. Please note that your insured device Samsung Galaxy A36 5G is currently available on stock and you will be replaced with the same device insured for. Please confirm if you accept the device in dual sim?"

Surely this cant be the way insurance claims are dealt with? Please help as i think this is completely unacceptable