refusing to pay out

I took hollard insurance 2 years back I now my phone is lost, they don't want to pay me out.i had a blackberry 9720 that gave me so much problems from the start, the phone was more in repairs than with me, it was exchanged more than 3 times still continued to give me problems and now they are refusing to give a different handset n want me to take the same phone.when I got the insurance their consultant told me I was insured upto R5000 and if the phone I want is more than that I would have to pay the difference which made sense to me.i called n spoke to masego who was very rude together with her senior William