Train staff on the products they are selling

I bought cellphone sumsung J4 and was advice to take cellphone insurance and family cover.on July i went to the branch to report that my phone is accidentally damage what do i need to do to claim the insurance no one assisted,i googgled and found hollands email address and number emailed them and waited for their respond which i never got ,2 month later decided to call the was asked to send affidavit stating how incident occurred,i did emailed it and i also stated y i reported late on the affidavit. What is sad is that i paying the insurance every month but im paying for nothing im starting to wanda incase i die will my family also struggle to claim.what i know if i hv insurance it peace of mind i dont need to stress but this is peace of stress.Im cancelling no use to have it