Could this be a depreciation thing? When we had a significant property damage claim, we got paid out and then had to submit receipts showing we had the work performed, at which point they sent an additional amount. It was something along the lines of the insurance company would pay depreciated value or pay for full, actual replacement, so if we didn't fully replace it, we only got the depreciated value. Once we showed that we did actually replace the items that were damaged or destroyed, they topped off the claim for the full amount.