Moltichoice devastated customer

I'm being a customer with Dstv for more than ten years upgrading their products and paying with debit order monthly never defaulted but to my surprise today I went to their agent Dstv Wonder park they checked the recorder then said it's definitely damaged I need to pay R950 for a new one but I have an insurance which they claim it's for the old one the first device I'm totally unhappy 😭 because they can see on the system because I do those upgrades with them and even when I discovered that it wasn't switching on I called so that they can swap for me the secondary to primary and enquired if it's insured the lady confirmed yes it is. So surprised about the different story I heard from wonderpark , it's nice to collect our money but when we have to be replaced for what I'm paying for it's a different story. Please help devastated customer 😔 eplace but to my knowledge I know I have an insurance for the device,the lady who