Daytime ******* from Vodacom Insurance

Vodacom Insurance has been unprofessional in handling my claim. Upon that they were happy to allow me to paid for higher premium, knowing very well that i would be forced into a cheaper replacement device, meaning I could have paid for a lower premium all these months because it didn't matter what cover i had because they only choose one replacement regardless of the customers needs. They excuse is that the other phone model is not a direct replacement based on what research? My issue is that why was i allowed to choose my cover if that would not be considered when selecting a phone, if Vodacom Insurance was just going to select one for me. This is daytime ******* and appalling service, so as a customer i do not have a say in a service i have been paying for. I was then asked to escalate this matter, however that department has not even bothered to reply to my email or offer any feedback. When calling the call center they reply is that it will take as long as it takes. I currently do not have a phone and I am dealing with a department that doesn't even care .