Unacceptable service and assistance

It is mentionable to note that discovery had initially been so proactive, so helpful and solution orientated in the beginning in their pursuit of my business hence the 1 star awarded. Now that I have a problem it’s difficult to get someone to speak with me. I received an istore voucher, which I called in and queried about, however the phone cut during the conversation. Thereafter, despite the fact that I had sent an email asking the representative to call me back and advise position as the phone had cut off as she made her enquiry, I received an e.mail from her, notifying me that discovery has replaced my iphone to the value to R9200 as that was the price of the next available phone. This was not mentioned to me at the time we entered the agreement that I would expect an Iphone SE, which does not have any of the specs of my previous phone. I was advised that I was insured for the market retail value of my phone and I would be “put back into the same position I was in”. In addition, the iphone 11 was released before the iphone SE therefore if I am to receive the “next available” iphone, it should be the iphone 11 which fortuitously also has a screen size similar to my previous iphone and is within my insuranced value. All I am requesting for in all fairness is for something close to the specs I had notably the “screen size”. When I called to insure my phone it was mentioned that Discovery Insurance will put me in the same position as I was, that’s what you are about and that was what brought me to joining your insurance company. Now that I have had an unfortunate incident and claiming a replacement equivalent to the same specs of my previous phone, I am being pushed off with not much assistance and accommodation. I have been paying my cover monthly and have not compromised on any payments due. With all due respect I am not happy and believe this needs to be addressed. Your company came through to me highly recommended by family and colleagues but I must say I am pretty dissapointed with the service turn around time and non-availability of feedback calls . I even went to discovery 1 and was told everyone is working from home and there is no one available to assist me. I have been trying to get assistance since July 20th, this is unacceptable.