Claim Payout(All im asking for is for them to pay)

I have been paying this insurance premium and i have not skipped a single month.Now that my phone is lost this people wont pay out my money.I spoke to Fikile for the past 2 days.She gave me a list of all replacement phones they can offer me and non of them matches my specs on the Previous phone i had(Galaxy Note 2).I then told her what phone i wanted and she told me i have to pay-in the difference and i asked for quotation so that i can decide.She gave me a quotation of R1976.96 for a Sony Xperia Z3(R8327.98).My access was going to be R705.66 R1271.30.She ten gave me the banking details for Copper Sunset Trading Account number *** ABSA.As i was about to go to the bank to deposit the agreed amount of R1976.96 she told me that she gave me the wrong info and the Sony Xperia Z3 is R10570.90 and not R8327.98.I told her that i can not afford that much and i know a place where i can get the same phone for around R8400.IU then requested them to pay me the amount of my premium (R7056.68) so that i can go and buy the phone myself.She said she has to talk to her head office and she will call me back.I called again and spoke to Ammy who did not want to give me her headoffice contacts.