Phone battle

The biggest headache and unprofessional service Husband has insurance with them covering his phone for 15-20K. Lost his phone, phone value is 5K currently and they want to give him the same phone. What is the meaning of when you claim, you will claim for a device worth 15K-20K but still insist on giving him a 5K phone. Excess was paid 3 weeks ago but we still are on an going battle.