Insurance claim approved but they want to downgrade my product/phone

Telkom approved my insurance claim but now they want to downgrade me from the product i was using, when i request to add more money and get the phone i want i was told that i was not insured for that phone while the phone they are trying to replace my phone with still not the same as my insured phone. When you call their consultants pretend as if they can't hear you and drop the calls. The last consultant provided me with incorrect complaint department email after i requested for it and dropped the call. I used Telkom for years but now I'm fine with their service/insurance and consultants. I don't have phone now and i even paid their ridiculers excess fee money which i wasn't told about. i was charged 3 times the money i was informed from the store when i took their contract and insurance.