Still waiting for feedback

I have logged a claim for my ****** phone, I was told to pay an access fee of R1250.00 as per the schedule on my policy, my complain is that the phone they want to give me is lesser than the value that I have insured but I am expected to pay the access that is higher. I feel this is unfair ,and when I wrote an email to them to query this,I have not received any response to date...