Poor service, appalling resolution

To start off, i have to say that i have been with Hollard Insurance for a while, i have my car, household contents, all risks cover and planning to move my building insurance to them as well, up until this complaint i have not had any issues with Hollard until now.

2 years ago, i bought the latest iphone on the market at that time, which was the 6s plus. I insured it for R 19 500 with Hollard and continued to pay the insurance premium for the higher amount even though the phone depreciated and newer models available.

My phone recently got damaged and i was asked to supply a damage report which i did. I was later advised that my claim was rejected, when queried, i was advised that the damage report was not detailed, so i went back to the provider to get an updated report which i submitted to the insurance. I was later informed that the insurance didn't trust the report and that i needed to hand over my phone to their provider to verify the damage to my phone. I queried the issue as this irritated me concerning that i had crypto-currency on my phone. I was referred to Lynette Botha (team leader) who advised me that i had no choice but to hand over my phone, when i questioned about if i incurred and loss she provided a false guarantee that went against the terms and conditions of my policy which in my opinion is ***** (i have the emails as proof), her attitude was appalling and i confronted her about it, i received no response, one could detect a racial undertone. Inevitably i tried to raise a complaint with Hollard but i was not allowed to, Hollard please refer to call recordings. frustrated, i handed over my phone, and the contractor confirmed that the phone was indeed damaged, I received no apology from Lynette for the inconvenience to date . When contacting Hollard, i sent through a quote for a replacement phone which was within my insured limit and the latest one on the market, i was informed that they will not give me the latest phone even though it was within my insured value but rather they will replace the same phone which i procured more than 2 years ago, which i might add is now discontinued at apple, when i pushed the insurance, the response received was that it was my fault that i paid the higher premium and they will not give me a latest phone and my only option was to take an obsolete phone or take the money for the replacement of the obsolete phone. I took the cash which has put me in a worse position than i was at the start, Hollard is there any justice here???????