Insurance claim

We took a contract 2 and half years ago With insurance on it, recently my husband lost his device and we made the first claim

As we where told note 9 it's discontinued meaning nolonger in the market , so note 10 will be and ideal phone we where told to pay R7500 for access fee

What do we call this?

Isurance that was paid for the hole year R300 pm without a claim and they expect us to pay R7500 for a phone? That half the value of the phone price we took years ago

How Vodacom insurance claim has taken us from pillar to post even Vodacom Sasolburg couldn't even explain how is this possible

It's not our problem that the phone it's no longer on the market, So plain an simple can they give us note 9 then so that we don't pay Tha hilarious R7500