My insurers Santam whom I am insured with through Integrisure do not want to pay my cellphone claim

What is it about insurance companies that when it’s time to pay claims they try to find all the tricks in the books not to pay?? My insurers Santam whom I am insured with through Integrisure do not want to pay my cellphone claim. I buy insurance for a peace of mind, I pay monthly premiums from my hard earned money, now when it’s time for them to pay a claim they want previous insurance, policies, I get interviewed by assessors and takes forever to come back to me…