Poor Service

I claimed for my cell phone insurance, I was told that it's been approved. I was asked to come back the following day to choose the phone I wanted since the one I lost was not on the market. When I got there the following day I was told that I cannot take another phone, I will have to wait for the store to check at other stores and order the same phone I had. I had a problem with the phone I was using, hence I was excited to choose another phone.