3rd party claim failure

I recently had my phone ******, upon claiming with FNB i was referred to CIB insurance. My phone was insured for the amount of R13199.00 of which i was assigned to Pieter Van Der Walt <***> on the 26 April 2016,upon dealing with my request i was never allowed to choose a device in the bracket i was covered for, i was told they would get quotations and was refereed to Zean <***> on the 28th April 2016 at which i paid access of R999. At no point between these people was i asked if i was happy with recieving the same device or if i had the option to change devices, i called CIB and requested help with information regarding claims, on 29 April 2016 a lady then alerted me that i could indeed claim for a similar device and that if i had not opened the device i could then send it back to the supplier where i can maybe upon approval from the supplier get a new device of my choice. Its really unfair that when i called FNB enquiring about how the insurance works i was assured that i was covered for R13,199 on any device under that amount. on my run around i spoke to a lady by the name of Cindy Mbuthuma and she did nothing but waste my time.