Insurance paid for 4 years but difficult to settle

I bought a blackberry phone at Foschini Eloff on the 09/12/2011. I have been paying for the cell phone insurance since then. I lost my cell phone and submitted everything (affidavit and claim form) they wanted at Foschini Eloff, but to my surprise they now want another affidavit.<br> <br> This is my 2st claim and I feel that I am not being treated fairly as their customer. I have not ever skipped any payment but now they are struggling to honor the agreement we have. I paid for insurance for such cases and now I have to spend more money by calling and going to police stations for more affidavits.