*********** and very unprofessional

Last year i took an insurance for my phone due to the kind of work i do, then premiums i deducted never missed any payment.Few weeks ago my phone fell from my pocket in the warehouse just after i finished to scan the parcels for delivery, i then notice that the corner of my screen has ink which made it difficult for me to see time and other things. Fine i then called Naked infact emailed them and i was told i can submit the claim,which i was asked lots of things which i was never told by Rose when i took the policy that i need to send then the picture of my device ,then i got a call from Grant who was very professional and explained everything ,i then got a call wanting to collect the device for assessment i then told them i can't because I'm using this phone daily for work unless i buy a new one then they can have this one. Virtual assessment was done and phone cannot be fixed as it is not worth fixing ,they told me they are busy sourcing a phone and will come back to me ,Friday last week my phone died on me while busy serving the customer ,had to leave that customer went home to borrow the phone from my daughter in order for.me to finish all my deliveries.I then took my phone for repairs which i had to pay R650 my screen was replaced , now Naked promised to give me voucher to get myself a new phone ,this phone is not as good as it was before the accident and these people are giving me a run around ,please help