we're being dooped!!

I've had my iphone5 insured with Cell C's insurer called C Surance for over 2 and a half years. My phone broke so I submitted the claim with a cell c store and the phone was sent away for inspection. I was advised that the unit would not be repaired but replaced. I received this confirmation in writing and was told telephonically I would be contact to see which unit I would prefer to receive depending what is available. All of this took place over a myriad of emails, me consistently having to follow up umpteen times + far too many phone calls holding for ages in my personal and work time 8 times out of 10 either cut off or transfered (then cut off) having to repeat story to yet another call centre agent. I then receive a phone (no call to discuss options). it's someone else's refurbished unit. Cleverly given a new imea num. What a crock!! Replacement value is R10000 that's what I pay for not refurbished parts thrown together or I'd never have agreed to pay the exess! They are not owning the reponsibility just passing the buck to their repair centre. I'm not wasting my time/money calling again. Absolute ******* and unnacceptable.