Multichoice your insurance is *****- it feels like a ****.

Today I took my Explora to Multichoice as it had stopped working. I had taken out insurance on the explorer. I was given a replacement device but I don't think that I was given a new device. The device did not come in a box, there was no remote, there was no power cable, just a box. When I took out insurance on my device I was given the impression that I would get a new replacement device.

When my phone stops working and I lodge an insurance claim with Vodacom, I am given a device that is still in the box, or the box is opened in front of me, it comes with a power cable, headphones and all the 'goodies' that a new device is supposed to come with. With Multichoice however, I have no idea what happens to the power cable and remote that is supposed to come with the device. Do they sell them to other people? What exactly am I paying for when I take out insurance on my device?? I feel ****med.