Poor service incorrect product replaced with

I registered a claim for a washing machine. The claim was approved to be replaced. The consultant contacted me to advise the model that I will be replaced with. I immediately was concerned and advised the consultant that the model I was been replaced with is a basic model and the 1 I had was not basic. I had a Defy prosmart inverter motor washing machine and I received a entry level Defy. I understand that that defy does not make a 7kg prosmart now but I cannot be downgraded due to this. I left many messages with the claims consultants just to be told I will be contacted by the person who approved the claim but still no call. I called at 3pm today and was told she was talking to her manager about claim but still no feedback received. I don't want to gain anything from my insurer I just want to be put in the same place I was in before my claim. It is not my fault that the model is discontinued but you can't downgrade me. Urgent feedback is required.