Reported 27th July- To date still pending

My cellphone-Blackberry-Q-5 fell in the water on the 24th July'15.I've reported it to MTN Insurance on the 27th July'15.Since then I've had all kinds of challenges for the claim to be settled.MTN wanted me to find a phone with the same Operating system as the Q-5, which is discontinued in the meantime.The next phone after the Blackberry Q-5,is the Q-10.Unfortunately,the Q-10 is more expensive than the Q-5.When I had no assistance with MTN Insurance,I've started communicating with Liezel Harmse at Gaurdrisk,who are the underwriters for MTN Insurance.I have emails where Liezel Harmse advised me that maximum the LOI is R5,000.00,which is the amount that I'm insured for.She also advised me to get a quotation from a MTN Store for the replacement phone,which I've done & emailed to her.On collecting the phone from a branch,I was informed that there's no settlement amount on MTN's system.I had to go back to the insurance.At this stage the claim was referred back to MTN Ins. They then decided that I should only be refunded the current amount of R3,558.25 Claim Cost of the redundant phone, or a any handset to the value.To date this matter is still unresolved & I'm still paying the insurance