Dissatisfied with cell c insurance company

I lost my phone sometimes last year 2022, as it was insured followed through all the procedures to claim and followed up and called for several days ended up canceling with them as I did not have a handset that was being insured;and there was never any response, a week ago October 3rd I received an email stating that I should pay for an excess as I was approved for a new phone. Now what baffles me is that I should write a motivational letter as to why I was only claiming now, whilst all the while it was their fault for not communicating with me that I was approved. Not having a phone has inconvenienced me a lot and I'm disappointed with cell insurance company.