Unfair Delay and Poor Service on My Lost Phone Claim

I insured my Samsung A73 (worth R9,699) in March 2023. I reported it lost on 5 October 2025 and submitted everything required. The insurer said they would replace it within 7 to 14 days, then told me to pay 15% excess of +700 rands for the same phone that cost +4000 rands on the market now, which I paid because I urgently need my phone for work (I deliver for Takealot and Mr D).

After confirming payment, they delayed. On 31 October, they told me the phone meant for me was sold to someone else and offered me a Samsung A34 — a much cheaper phone. I refused and asked for the value in cash, but I’ve received no response or refund until I called them today, 3/11/2025, and the lady told me it's still under review with management. I still need to wait until they get back to me for a refund, maybe I will get a response sometime this week.

It’s now over 20 days, and I’ve lost work income because of their delay. This is unacceptable and unfair treatment. I need urgent help to get the full value of my insured phone.