Phone insurance

I bought a cellphone on my Edgars account last year and have been paying insurance ever since on a monthly basis. I lost my cellphone(Blackberry- 9720) about 4 weeks ago @ a gathering and obviously someone stole it since i couldn't reach the number and was unable to get through to my social networks. I claimed for insurance and they said they would get back to me in 2 weeks time, which they did not. I then phoned them to find out and they said they still busy with the process. After the 3rd time I called them they said I 1st needed to pay a R700 on my account because I'm in arears. I don't buy much from Edgars and I have been paying Edgars a fair amount every month since last year. My issue is why did they not tell me that in the 1st place. I have been paying for insurance for so long but I must run after them. They said they will process the situation which means that it is not a definite that they will pay me out. How can I pay for something that's taking longer than they say it will and its still not guaranteed that I'm getting what I am paying for. I really think this is unprofessional. Making promises to things they cannot uphold.