Insurance Claim

I have been told that i wasnt paying insurance since the end of 2015 after i submitted an insurance claim for a new phone...my insurance claim was approved, however i only claimed the new phone in june 2017, yet i have been told that i need to be debitted with an amount of R3000+ for the period between 2015 and now but i dont understand because i never took the new phone in 2015 so how does it make sense for me to be paying insurance for a phone that i never had