Unhappy customer at a jewellery store with their insurance

I bought a necklace at American Swiss in Mafikeng cash and the lady asked if I want it to be insured, I agreed. I signed all the documents. That was late last year. In September this year my daughter accidently threw her hands up and broke it and it got lost. Now this is in jhb. I went to Sterns at Clearwater mall to claim Via insurance. I was told to get an affidavit, copy of my certified ID and fill in the insurance claim. Until now it is December I have not heard anything from them. I went to Sterns this past Saturday and took down their details as their phone was faulty. Fair enough the lady came back to me as promised. However the insurance is now demanding my bank statement to show that they have been debiting me and on top of that the original receipt from the store in Mafikeng. If this company is so quick to have a client sign up for insurance and yet so difficult when it comes to claims. I'm so upset right now I told them to keep the necklace and the money I spent in buying the necklace. I did not buy it on credit. So their insurance is a big **** that they will keep many customers paying in and when it is time for them to pay out they make it difficult.