Breach of contract

I am on up to20k band,But recently when I claimed a cellfone ****** from my daughter in Jozi,am restricted into taking the same A7 or a fone to the value of 6800,whereas I’m paying a premium for up to 20k.Why am I restricted cause they approved the Isurance for my Samsung A7.Im still waiting on them as it is nearly a month now with my daughter not connected. Mandy Sondlo