Undesirable business practice

I'm so disappointed and frustrated . on the 6 /02/2019 I lost my phone iPhone 6 plus which I reported on the 7/02/2019 .on the 9/02/2019 I received an email regarding an excess fee of R1000 which I paid on the 13 /02/2019.,I did a follow up on the 17/02/2019 which that was when my claim was processed and they sent me android options that were below the value of my phone. I declined the offers . I went to the store which they did a follow up and I received an email with the option of an iPhone 7+ which the cash value is R12499. The cash value of my phone was between R15000,-R20000 when I insured it even the excess feebi paid was for that value . I have been trying to get through to the complaints department spoke to Cecelia who said their line can't go through and lehlohonolo who didn't want to transfer me the line got cut off. I have Bern paying my insurance for over 3yearsvand this is my first claim. I need a response ASAP .