Worse insurance company

I lodged a claim on the 27 Augusr 2020 with finrite for a lost phone ,they kept telling me they will assist in 48/72 hours ,they never did and had to call everyday in order to receive the sms about the excess fee. Eventually I got the sms and payed the amount. I had to call they again in order to place an order for me and that they advised tht they do not have the phone i was claiming for ( iPhone 7plus )and wanted to rob me by giving me a phone that has less value than mine. I refuse to accept the phone and suggested to pay another excess fee in order to get a better phone but no one is helping me with this and its almost a month now since I have submitted my claim. I've been paying my insurance for more than a year now and I have never missed any payment but now that I need my insurance you guys are disappointing.How can you expect me to accept a downgrade phone.