Bad Bad service!!!

So these guys sent me a Y7 Pro after seeing it I realized that it was way below the standard of a P20 Lite that I was claiming for. The we agreed after contacting their suppliers that I was not happy the supplier finally agreed taking it back, whereas the Finrite guys said the supplier does not allow to take an opened device back. *****! Now they say they cannot give me any other device besides a Huawei so that's fine but I don't want a Y7 pro so they offer me a Y9 prime and want me to pay an extra R399 for them to process my claim for that. The main purpose of having insurance is to not incur any extra financial costs at claim stage so why am I being charged. So I again contacted the supplier and I was advices that there are devices within the range of my P20 Lite that they have so why is Finrite not offering these to me? Clearly they are trying to make some money from us claiming when we already are paying premiums. I am tired of being told a different story every time I enquirer about my claim and I have lodged a complaint on Short Term Ombudsman's website and here is my ref no: reference number is 191016_WFQIF. Guys its an online app that you fill in and it takes about 5 min, please visit their website the more complaints laid the better the outcomes of our claims could be or even better Finrite could be closed down. These people are ***********.