Edgars insurance

I am very unhappy and feel ill-treated by finrite,I have a cellphone insurance with them,for the first time I made a claim they want to give me a phone for far less than what I have paid, firstly they promised to call me which never happened,I called them for 3 weeks daily without help,I emailed Petunia who never bothered to call me back,I emailed Neo Motate who also never bothered to reply on my email,the lady that called me finally told me that whoever helped me with the contract at Edgars **** to me they were after a target so meaning they are giving us wrong information intertionally,I went to read my contract it state they will replace my phone with value of the phone I have insured now it is difficult for them to do that,when the consultant called me for the excess fee she said I am paying 10% of R 5000,now I can't get a phone of R 3100 that I have paid for my phone.i am very unhappy and feel finrite is treating me as if I owe them or asking a favour not like a client who paid the insurance every month,it is the forth since I have made a claim still waiting for my phone.