False promise, or poor sales training?

When initially registered my first device with dotsure I was very impressed with the service and efficiency. Also what convinced me is that they pay out your claim instead of giving you the new device giving the freedom of choice in my hands. 2 weeks ago I was high jacked and with the car my cellphone was also ******. In the posses of submitting my claim all went smooth. Until I was told I will be getting a new device I just need to pay the R 1 200 excess. As I asked the lady who was handling my claim that I was promised upon taking out the policy that they pay out she said this is not the case and when I said I had already in haste had to purchase a phone due to the nature of my work. To this she said they will then pay out the phone I already bought. It was a Samsung S8 (on contract) that was insured for 15 000. Meaning if I went to PEP to buy a R300 phone they would only pay me according to the R300? This is in my opinion by no means acceptable. It is not by any means my fault or problem if your sales person does not have or provide the correct information when a policy is registered. Are you just money hungry? Making false promises to get the sale? Why should I pay a premium for an item valued at R15k if that is not what I will be paid in the event of theft? The best of all they still took off the full debit order this morning. I will not recommend this company for phone insurance by any means at all. I am completely disappointed in the fact that my situation was not put first. With the excess of my ****** car I was expected to either pay my excess take my new device or be happy with them paying for my new device Minus the excess. I will not be using dotsure again in the near future