underwriter for the -world wide advisory service

I have a claim for my huawei y7 2018, and i was told that i will have to be replaced with the 2019 make and model, i mean in the next three months that device will be giving me issues due to the software is already is outdated, i have requested for the insurance to atleast give me other options but they are just making a joke about this, all i hear is "it is what it is" they dont even cover software , so who will assist me when that software is giving me issues , this WWAS is a joke and they dont care about customers need. im requesting for other options of my max band of R5000