Claim approved but cannot get article replaced

I put in a claim for my Tag Heuer watch which was misplaced and the claim was approved. The gentleman that called me last Thursday refused to listen to what I had to say. I was told that Bresco Diamonds would replace the watch. I was contacted by them and informed that they do not stock Tag Heuer watches so I must look on the internet and get the model number of a watch that I like and then they will order it. No range for me to physically see. Already a problem. My wife contacted the claims department and it is apparently my fault as I was asked in which area I stay and where the closest jewellers are. Not true. They now told my wife that I must go to Diamond Investment Brokers in Hatfield to find a watch. Diamond Investment Brokers only deals with diamonds so why should I go there. The person handling this claim is obviously not doing their job and does not care about chasing me from pillar to post. I work in Kenya and I am only at home on weekends so I do not have time for these goose chases.<br> I have only had good service from Outsurance in the past by this is really pathetic.