Standard bank insurance please give me what i pay for

So i opened a insurance claim with my standard bank insurance company. What happened is something dropped on my bathroom basin which caused the basin to break. So Standard bank insurance sent a contractor out for a quotation and report. After a few days Standard bank insurance called me to say its been approved and they will pay the money excluding the excess i need to pay into my account. A few days later the contractor called me to say they cant to my job anymore. I then emailed Standard bank insurance to explain the situation. After a week i got no response, so i got another contractor to come do the job. After the basin was removed we noticed that the new basin isn't the same shape and wont be able to cover where the tiles ended previously. I then phoned Standard bank insurance and explained this to them. The lady told me that the tiles wont be replaced as its not broken. but the basin is broken and now do i have to fix these tiles myself? this is highly unacceptable. The should've allowed for fixing it to the state where it is in the same condition as before. And the amount that the original sub-contractor allowed for is now not enough to rectify the tiles for mounting the new basin. (as our previous basin is discontinued. I'm not paying my full monthly premium to get half a job done???