Cellphone Insurance ***** claim

I have an insurance with Finrite at Markham, the initial phone i bought it was R5000. when i lost the phone and claimed for a new one in 2018 i was upgraded to Huawei P20 lite(of which this is against the insurance claim), but the markham store processed this for me.

Years later i lost that Huawei P20 lite phone, the insurance doesn't want to replace the same phone at a price it cost because i wasn't supposed to upgrade in the first place. first of all its not my fault that i was upgraded and now im suffering the consequence of Markham store upgrading my phone and not my monthly cover premuim and it doesnt seems like anyone wants to help me.