Inconsistency in setting claims

I have insured my cellphones with Standard Bank Insurance. I reported my iPhone 11 Pro and iPhone 14. The 11 pro was insured for R20k and the 14 for R30000.

I reported both phones as ******, however the settlement was different for both claims. I was paid R20k for the iPhone 11 however for the iPhone 13 I have been told that I will get a voucher for R17k. I have raised this up with the insurer and was told by one of the employees, Boitumelo Mosikare that this I claim is not to enrich myself. This was after I told her that the inconsistencies was not understood How can they pay me cash of the R20k insured amounts however for the higher version which is the IPhone 14 I am told that they will issue me with a voucher R17k and that they don’t pay cash settlement and the amount is lower for the iPhone 13. I did not appreciate how Boitumelo responded to my email.

I need an explanation as the information received is not consistent with what was paid and to be paid for the iPhone 14.

I still don’t understand how the iPhone 11 can be refunded for R20 000 cash however the iPhone 14 insured for R30 000 be told I will get a voucher for R17 000..