I called earlier and I was told I would receive a call back, but I am still waiting for a response

I called earlier and I was told I would receive a call back, but I am still waiting for a response. I am reaching out because I feel I have not been treated fairly. I insured my iPhone 12 which is now damaged. Instead of offering me a new replacement, I was told I would be given a second hand phone. I find this unacceptable especially since the current market value of iPhone 12 is R12000 and my insurance covers up to R15000 I would appreciate it if this matter could be resolved promptly and fairly