Run Around and incorrect information

Submitted a claim for accidental damage with Aloma Nolen on Jan 19th. For weeks she had me go back and forth with paper work etc which i understand. Come Feb she asked me to go out and pay for a damage report, which i did and sent to her. I was told Feb 5th that everything was in order and my claim will be finalized on the amount the next day. Feb 6th i recieved an email stating it is declined because i dont have accidental cover, Granted if this is the case i understand, However why was this not told to me DAY 1 to avoid the run around and me being asked to spend R250 on a report knowing my policy didnt even allow for the claim in the first place. Not only will she not share the calls stating i have no policy on accidental damage but they also refuse to pay back the R250. This is not how you do business