Absolutely appalled and disappointed that I cannot continue with the policy!

I made a claim for a damaged lock and key on the 3rd of January 2023 and had to call back several times to get feedback after I was told I would get feedback by the 5th of January. I was contacted by a team leader that basically told me that I was not covered on the 10th of January. After putting me on hold she came back to say my policy does cover me but they can only payout R 2000. She said it's R 2000 because she googled a gate and that is what she found. She doesn't know the measurements but she found a gate that looks like mine and it's R 2000. How do you pick something from the internet and assume it will fit the door without measurements? I am upset at the service and the lack of due diligence that she could google after I was requested to get a quote which I did. She undermined the quote from a professional and established business Builders, and trusted what she found off the internet. This is appalling and why did it take this long to figure that out? I cannot be insured by a business that cannot apply itself and be treated like I am not paying. I know I will have to spend more that what I will get from them and the nerve she had to call the gate I want an upgrade when the gate I went for is actually cheaper since it has a removable lock. I am startled at the level of poor service and application by the Client Services Centre.