Bad and unfair service received from csurance

I'm experiencing the worst service from csurance, firstly it's very hard to get hold of them I have literally spent 4 hours on the phone, waiting for them to respond, when they finally pick the phone up, they drop it time and time again without getting any help. Secondly I had my Galaxy tab S2 ****** and I had to pay R1 550 in excess, supposedly I'm insured for up to R12 000 but now the problem is they are offering to give me a Nokia phone because they don't have my tablet on stock or something, how can I for so much and then get something below what I deserve. The worst part is that I have no phone and on top of that no one is willing to help me. I'm so frustrated about this, can anyone help me please...