insurance failed to pay for my claim

Sometime around june i couldnt unlock my gear lock so i called the insurance company for assistance and i was told that i should pay R650 to the locksmith so i could get the assistance i need and when i recall it was 23:00pm i had no money with me so i was forced to withdraw money from the atm and 2years back the same incident happened and the insurance paid the locksmith and i was never asked to pay the locksmith and when i asked why i should pay from my own money i was told that i i'm not covered