Worse Service Ever(Finrite- Jet cellphone insurance)

I made a claim on the 08 December 2020 and an sms was sent to me stating that the claim was received. On the 09th December 2020 I spoke to Ben and he confirmed that the claim was approved , he mentioned that I need to pay an access fee of R500.00. I did pay on the 09th and sent the proof pf payment via email to the Team Leader. He confirmed that he received the proof of payment.

On the 10th i received an sms saying the IMEI no was not blacklisted, I called and spoke to Shazia then I called Fnb to blacklist the sim card. On the 11th I spoke to Ntombi and gave her the ITC number for the fnb sim card . She then told that the claim is approved and I should get a call within 2 days and she confirmed that she received the proof of payment from the Team Leader.

On Monday I called to follow up because no one called me, I spoke to Comfort she said I need to send proof of payment because it is not attached. I told her to go to the Team Leader because he has the proof of payment. Then she said they will call me before end of business day and no one called me. On Tuesday I called and spoke to Shazia and she said I need to wait 72 hours then they can call me. They told that a phone will be delivered to me. A lady called and gave me 5 choices of phones, None of the phones has dual sim cards. When i asked why because the phone i lost had a dual sim, the lady said " sorry we do not have phones with dual sim cards". This is not acceptable because every month they are debiting my account and when i claim they send you from pillar to post. Why must i suffer , i want a phone with dual sim . It is not my problem that they do not have dual sim . Another option is for them to send me a voucher , i will go and buy myself a phone with dual sim. This is frustrating for me and it is impacting my work environment because I need a smartphone in order for me to perform my daily duties at work. I pay my monthly premiums every month without any hassle but when I claim I am being sent from pillar to post. If I don’t receive the voucher by end of tomorrow, the next step will be submitting this to the FAIS Ombud as this is undesirable business practices. My numbers ***