Claimed my ****** phone but now they telling me stories, instead of giving me a new phone.

On the 26/11/2016 I brought a cell phone Samsung Galaxy Grand prime cash it was R 2299.90 at Edgars Heidelberg then the cellphone consultant by the name of Phindile advised me took out a cell phone insurance which I did, since then I have been paying R99 monthly except for December because they debited late and the money was already finished. An incident happen on the 22 nd of January 2018 someone stole my phone , on the 23th of January 2018 went to claim then I was told that they are going to process my claim after getting their monthly premium which they did on 25th of January 2018. Monday I went to Jet Tsakane Mall where did my claim they called Finrite to check the status of my claim I was told that the claim doesn't exist and the consulted should send the documents again which she did. Today a cellphone consulted from Jet Tsakane Mall called me and told me that at Finrite they are saying that my claim does not appear on the system , I then called them myself to find out I spoke to a lady by the name of Bridget and she told me that because I missed the December premium it was for January and the premium that I paid now in January is for February. I was never told that when I took out the policy. I want a new phone or they must give me all the premiums that I have paid including the recent one.