Not getting what I paying for.

So I had my phone ****** and reported to insurance mtn-guard risk so I can claim. I was told the value of the phone was R27000 I need to pay 10% of that value as excess which I paid. But now I'm being offered a phone of the value of R13000 which is a downgrade and basically half the price. I questioned this and now it's just silence 💔 no one returns emails all of a sudden and when I call I'm told the issue has been escalated. Having my phone ****** was such a traumatic experience and now I have to deal with this type of treatment from the insurance. I pay so much for the insurance only to be treated like this it's very frustrating.

I just want the same phone or a phone of similar value.