BAD SERVICE - CLAIM PROCEDURES

Our iPhone 5 on our policy, was dropped and the screen damaged beyond repair. iStore gave quote on iPhone 6 for same value of insured amount due to being discontinued. Claim was done, registered. After 3 days, they came back saying that they will not pay for the 6, and that their supplier will replace the 5 for cheaper (R900 difference in price). So I suggest that they get a 6 from their supplier and I pay in the difference. They agree eventually to rather refund me the cheaper value and I may purchase the replacement. It is now 11 days later, no responses, no refunds. They phoned after 2 weeks, requesting a damage report - which I offered initially and they confirmed that it was not needed! I don't understand why I am paying an all risk and have to deal with pathetic service as I have. The reason for insurance is to avoid inconvenience and to be covered when a loss occurs. This is my first claim from AFI - hopefully also my last!