i have never seen a bad service like this

i bought a phone in Foschini and i took an insurance on it, my phone was stole and i did a claim that took a month before it can be approved, now when tell call me they say the claim is apprpved with axcess of R1400-00 and my premium is R64-50 and if i lose a phone i'm covered from R2500 to 3500. NOW THEY SAY I MUST PAY r1400 AND I WILL GET A PHONE for R1400 and my phone was a buddle. i phoned the isurance and spoke to Karabo, my question was how does the insurance assist me here cause is like i'm buying another phone and that is not from R2500 to R3500.. this is just a poor service and dont incourage ppl to buy phone from them or take the insurance claim cause u end up paying for nothing. is this how we treat our customers? i work under insurance department but i dont remember our company treating their customer like this. this is a rib off and they also dont make sense in their respond