Insurance Claim

Hello there, Due to my SPen in s23 ultra snapping and top half lodged in phone, EE have accepted a Claim and said the phone is not repairable so will issue a refurbished one (It is repairable just need long tweezers to remove the SPen then replace it as the phone is perfect)

My question is do I need to package my phone or just hand the driver the phone, also will It be replaced with another S23 Ultra as I do not want a downgrade