RIP-OFF BY CELL C INSURANCE

I submitted an insurance claim through Cell C Southgate Mall branch for my cellphone device which was ****** on 08 August 2019. On 12 August I received an email that my claim was approved and I should make excess fee payment of R 250 into their bank account. I promptly paid on 13 August and received an email on 14 August informing me that I was offered a Samsung A2 Core as replacement , because mine was discontinued. I did not reply. I visited the store on 14 August and requested to see the device. The store clerk showed me the device as well as the one that I lost. I noticed a vast difference between the two sets and asked for the clerk's opinion. He ensured me that the devices are of the same make and value. I questioned this argument because the A2 appears smaller in size. I told him to call insurance as it seemed I had no option. A consultant then placed an order for the A2 although I voiced my disappointment. On 19 August I visited another Cell C store to enquire about the value of an A2 and was shocked to learn it cost a mere R 1299.00, yet I was told to pay a 10% Excess fee based on the original value of my lost device. Under Equipment Settlement value in my policy document my device was valued at R 2399. The excess fee exceeds even this amount. I received a call on 20 August that my device was ready for collection at the store. I went to the store and declined the offer based on what I discovered. The store called insurance and informed them of my decision. I was told that I cannot decline the offer as I ordered it. I feel that Cell C is ripping me off. The request to pay excess was clear that I pay for the original value of my device. So I deserve a device of similar value. Less than that I will not accept. To add injury to insult, Insurance Supervisor Peneo told me today that I can do what I want but they will stand by their decision. She told me that I was not supposed to accept the offer. She also blames Hollard. I have no dealings with Hollard, but Cell C. I haven't accepted the device. What happened to the so-called 'cooling off period'? I deserve a device of same value that I paid for. I take her insults as very arrogant and disrespectful to a loyal client who has never defaulted on one single payment so far. I comp**** with all the rules and Cell C must do likewise. Period!