Unpaid cellphone claim

Hello Peter I bought a phone from telkom store and insured with a telkominsurence called finrite in January 2019 and I lost the phone on the 10 May 2019 and I put a claim on 11 May 2019 after that no one was responding I kept sending email a make call in july 2019 I spoke to someone who then approved my claim then told me to deposit the axcess money which is R750 and i paid that R750, after payment I called them again and they told me to email the proof of payment and the address that will deliver the phone in 48 hour. I did and waited for about a week and no is delivering the phone. I called again and ask why they don't deliver the phone then they told me that I lost the phone before 6 months I need pay R1550 more on top R750 while no one informed me about that because every time if I make follow up they ask me the address that will deliver the phone .the whole year waiting for my phone,even now am still waiting while they never stop taking my money everymonth it's been a year now May 2020 I m paying a insurance for the phone I don't have I m tired now to play hide and sick with finrite. i would appreciate if someone can help about this matter coz pay 1 year with no phone to me