Worst service

Good morning to Whom it may Concern today marks a month since i have submitted a claim for my device, my cell phone had fallen in hot water while cooking and the underwriter deemed it beyond economical repair, so my claim was approved and was offered a replacement phone which is a samsung A9 128GB with an Excess fee of R654.90, i researched the phone only to discover they were offering me a 2018 model which they did not even disclose to me when making the announcement on email until i did my own finding, i told the agent i will no accept and old mobile phone while they are up to date with all my premiums to date, Claire the agent the responded and said unfortunately that's the only option available, i told her to send me an email saying the very same statement together with the latest policy schedule, she agreed but has since never returned back to me regarding my request, she then escalated my dispute to his supervisor Justin who also advised me to go back to the policy wording and said that's the only available option they can offer, and that if 90 days lapses without me making up my mind to take the offer i will forfeit the claim, i also asked him to write me an email explaining all that he is saying to me on phone, but he also did not return back to me, i then sent another email asking how much Excess will i pay if i want a Samsung A72, Claire referred my query to their intermediary broker to the lady by the name of Onke whom promptly rep**** and advised the phone is valued at R9500 and my new monthly premium would be R158pm, I then asked again how much will the premium be but none of them answered me, i sent another email asking same question, they all still did not respond.