Insurance claim to still be paid out

I have put through a claim for a ****** phone on Jan 3, 2020 and paid the required excess amount. I have since communicated regarding my claim with different people without any success. I was told that my device is discontinued and was offered other devices which are below the value of my device and does not have the internal storage space I require. Which is strange because on your site there are deals offering the Samsung A30 64GB for contract. Thereafter going back and forth I requested that I just be refund the monetary value of my previous device so I could be put back in the same position. And of cos this was all in vain as i received no response expect to email my issue to their complaints department, which of cos has not come back to me with a response. I am being taken for a ride by Cell C, i have paid my premiums in full every month without any delay or excuse but when it comes to me receiving the service i have been paying for..SILENCE.. In your policy wording Im given a time span of a week to have my issues/claim resolved, but here I am. I will report this matter to the underwriter and if they cannot help me I will report this to the Ombudsman. Honestly I am very disappointed to have to be writing this in a situation where all could have been resolved. And by the way I better not be charged for I service I didn't receive come the date of my debit.