Bad service

Good afternoon December 2020 I claimed for my lost fone and I gave them everything via telephonical since then they went AWOL until I called them January for follow up and I was told to pay r200 which I did immediately again the kept quite until I called them again last week and asked to speak directly with replacement department because they called me 3 weeks back and unfortunately was at work and couldn't answer their call,last week Sat I called them and they said they will give me Huawei y6 lite 2019/2020 cos Samsung J4 core is not on stock anymore,I waited patiently and to my suprised after a very long wait for my claim they gave me Huawei y5 lite 2018 which we were not agreed on,seriously they can't give me a r1500 phone while my phone was insured was r2500 yet in these 2 months they took insurance money which means I was paying them for keeping me waiting,called them today n was told that they can't help me cos I opened the box already,whose fault was that?I want answers please