Fail to pay out or settle claim

A claim was submitted at Dona Claire The Avenues Springs on the 17th December 2015 regarding my daughters cell phone that was ******. I dont get any updates regarding this and have to phone or visit them if i need to know what the update is. In the mean time the insurance is paid every month without fail. Now all of a sudden I need to give them a copy of my daughters birth certificate - no reason supp**** why and my question is WHY WAS THIS NOT ASKED WHEN THE CLAIM WAS SUBMITTED. Or any of the other times that I went to inquire about the update. Now it will take another month before I get a reply as I now must first submit the birth certificate and now all the questions gets asked! We are 2 months along the line and no outcome yet. Unfortunately Dona Claire cannot give me any answers as to why this is taking sooo long as they do not get any answers from Finrite. Ridiculous I would say. Sometimes being honest is not the easiest way to go. Makes you think.