****med by Cell C insurance

I insured my device for R19000 and have been paying premiums for 4 years. I lost the phone and lodged a claim. I was asked to pay 20% of the original device cost, which I paid in full. Now my phone has been replaced with a refurbished iPhone (they replaced the battery) and it has a little crack on the screen. This is a ****. Why am I paying almost R4k excess fee for an old cracked iPhone 11??????