Pathetic service from the insurer and their ************* service provider!

I submitted a claim to King Price for a lost phone. They chose Phonetradr as the service provider to replace the phone. I spoke to Elize and she told me that I would be getting a new black phone. It was a pleasant surprise to hear that I would be getting a new phone, considering that my insurance plan was for a like-new hand-set. And it kinda made up for the fact that it had taken almost a month for King Price to process my claim. Also, Brilliant (the agent handling my claim at King Price) confirmed that the reason she had chosen Phonetradr over a service provider who is closer to me geographically (which would have resulted in me getting my replacement phone much sooner) was that Phonetradr would give me a new handset.

Things turned south when a white, used device was delivered without any receipts or paperwork or even an explanation for the deviation from what I had been led to expect. When I queried this with Elize, she told me three conflicting stories about how they sourced the phone (read: she **** about what exactly had gone down). She also suddenly reminded me that I was supposed to get a used phone anyway, as per my policy. A fact she had conveniently forgotten to mention when she was making me all the promises of a new phone. My suspicion is that Phonetradr did get a new handset, but decided to give it to another client. Of course Elize vehemently denied this, but obviously I cannot trust anything she says, since we both know that she was not at all honest about the sequence of events. I told her that I want to escalate the matter to the relevant authorities and she said she would speak to her manager and get back to me. I asked her to put everything in writing, but she opted to give me a call, telling me that she had referred the matter back to King Price and that I will be contacted by them. It's now been two days and still no word from King Price. What am I supposed to do with a phone for which I have no proof of ownership? How do I insure such a device?

And oh, by the way, at the end of September King Price still debited my account for the insurance premium for a device they had not yet replaced.