Access Fee ****

I bought a cell phone at Truworths lakeside store which was R2999 and they offered me insurance with the cellphone for which it was said that if i lost or my phone was ****** i would get a phone that has the same price as the one i lost or ******, but i will be liable to pay 40% if i loose my phone within 4 mnths. i lost my phone and i went back to the store to report then i was told to pay the 40%(R1200) which i did then i waited for the insurance to contact me back they never did until i call them to do the follow up on my claim i spoke to Kgomotso Masenya she said the Sony xperia T3 they dont have it in their stock they can only offer me the Blackberry Z3 or Samsung Core prime i told her that i didn't like both of those phone and i told her that the phones that she is offering me are less than what my phone was worth now she told me that their prices are not the same as the Truworths store prices which was something new to me. i called the again and asked if i can get the Samsung J5 since it was the same price as the one i lost, yes i can get it but i have to pay extra R500. it seems like they misleading people to take their insurance.