No device and offering a cheaper alternative

I was ****** on the 9th of February and lodged a claim with insurance on the 10th February 2018. I then sent an email to the insurance advising them to contact me on my email since I had no device. I then again on Tuesday followed up on my claim was told it was pending approval. no communication up until i made contact a week later and advised my claim was approved they couldn't contact me (did not understand as I had communicated my preferred method of communication). your website speaks of " we understand that your devices have become an extension of you and thus you cannot be without one in the event of a loss or damage for long periods of time. That is why we ensure an efficient and reliable service in the event of repairs and authorization within 24 hours for a replacement of a lost or ****** device! Putting you back in touch with your world as soon as possible!" I then tried to do swim swap again told I need to pay R113 to get another sim , again not understanding why I need to pay for swim swap when I took up simSure? today needing my sim I had to pay the R113. I then came across my insurance documents after paying for the sim swap to see I was covered. I also came across to see that my phone was insured for R4200 which is a value of a Samsung J7 prime currently and my current cellphone value is now R2700. How do you justify this discrepancy? Why pay access R300 access for a phone value that has depreciated in value and knowingly that i will be given a cheaper handset?