Huawei Cares More Than 50% Excess Fee

I'm so disappointed with Huawei Cares insurance. Recently I received an increase of 8% for a cellphone. I didn't mind up until i found out from someone who claimed. The person who claimed told me that Huawei Cares took more than 2 months to approve her claim because they were saying they can't find a phone the same as the one she lost. Why are you looking for the same phone as the one I lost because that phone is probably now cheaper in price? Meaning they are cheating her since she was insured for the value of the phone she lost. Finally she got the approval and they charged more than 50% excess fee, whereas their contract says 25%. I'm so disappointed in Huawei Cares.