Insurance claim dissatisfactory

I bought a phone on special in one of your stores. I was was offered insurance and I took it with. Unfortunately I lost the phone and I made a claim and it was approved immediately with no hassle. I was told that I can take a phone of that value anytime at any store with an access fee. I shopped around and saw a device of that value on special and proceeded to buy it, when we were finalizing the purchase having paid the access it was rejected by your system because the phone goes back to its original price not the price of special (which I don't understand), because it is a special. I was confused because the original phone insured was also bought on special, I laid a complaint with tgf CS-***, I was told the person who was assisting me with taking the insurance should have used the original price not the sale price, which I think I am not suppose to bear a brunt for that, as I didn't have control over that. I am very disappointing and disturbed because the value approved is not even close to the value of the deviced I insured.