MTN Contract Insurance

My contract was migtated to MTN last year December from Nashua Mobile. On the the 4th May 2015 I lost my phone and I laid a claim with MTN on the 7th May. On Monday the 11th when I made follow up on my insurance claim, only then I was told that the forms I have submitted at MTN Carlton Center were incorrect, then the lady I spoke to was kind enough to sent me the correct forms. On the 13th May I called again, one Call Center Agent, a lady answered the phone after holding for over 30 minutes and she told me that she cannot follow up on my claim since their systems were down however she will give me an update via email as soon as the systems are up, which never happened. I then called again later and this time it was a guy who then decided to put me on hold until the phone was cut off. On the 14th i called again and the kind lady who assisted me on Monday picked up and managed to escalate my claim and it was approved. Today when I went to collect my tablet, I was told that MTN Insurance gave me a downgrade of what i used to have. I'm so frustrated because Nashua Mobile reassure its client that contracts will remain the same, now how can MTN replace a R6000 item+ with R5000 item?