Choice Home Warranty

First the good points….. Choice Home Warranty responds very well and promptly to service calls. Additionally, . The service technicians are prompt, courteous and have the technical expertise needed to fairly assess the situation. They also promptly report the results to CHW and CHW responds rapidly, usually within 24 working hours.
Now for the disappointments…. This service call resulted in CHW determining a replacement of my electric range was less expensive than the repair. Initially I received an email offer for a $349 cash settlement that was less than half of what a equivalent replacement item would cost. I declined the cash settlement then the real frustration started. I soon received a call from the CHW representative assigned to this claim and she immediately said that all that they can offer only offer the initial low settlement which I previously refused and pushed me to settle for that using claims and quoting the contract and also stating that CHW does not actually arrange to replace the item and that the offered amount was what CHW would pay for the like replacement because CHW does not buy retail as I would have to. She also said that the unit was 20 years old (it was actually about 15 years old) and was insinuating that the replacement should be pegged to the value of the item back over 15 years ago. So, I said that, if HCW can do better on the price for an equivalent replacement please do so and arrange for delivery and installation. She refused to do this again stating CHW doesn't actually replace the item, that the consumer has to do so.
Thus, I pressed for a better settlement telling her that, if it was required that I replace the item, I would have to buy retail and CHW policy provides for an equivalent replacement and it costs double the offered cash. She kept going over the same comments refusing to address the actual replacement of the item and its actual replacement costs. She frustrated me greatly and I was becoming angry…I told her so and asked to speak to her supervisor. She said there were no supervisors. I asked to speak the Vice President in charge of her section and she seemed to ignore this request. She then cut me off and said that she could only go up to $589. I thought it over and given the frustrating 15 minutes with her I accepted. She placed me on hold for about 5 minutes and came back telling me the money would be sent in about 30 days. I asked for this in writing and she refused say the conversation was recorded. I tried to insist having this $589 settlement in writing and this was entirely to no avail and I thanked her and hung up. Even with this offer I will be out of pocket around $200. What kind of games is CHW playing and what kind of replacement coverage is this and why such poor customer service?