Cell phone insurance

Goodday .. Can u please assist with problem I have with Hollard Cellphone insurance...I claimed a lost phone and I told the ladies what phone I want and they send me wrong phone I've asked them to refund me the difference or to come fetch the phone and send me the phone I requested but they give me run around now and tell me I didnt tell them what phone I want ...so I've asked them how can the send a phone and I didnt tell them what phone I want ...I've asked to speak to supervisor who refuse to talk to me or call me back