Lost policy documentation and docket

I have been attempting to claim from insurance taken for a ring a year ago on the 15th March 2015. I have lost the copy of my receipt as I moved houses. Today is the fourth day I have been trying to claim, the store assistant, store manager and administrator has been aware of my situation and there has been no sense of urgency. I was advised by the store assistant that if the insurance was only for one year i am no longer allowed to claim as there the claim date as already passed.<br> <br> The store has no copy of the docket or the insurance form completed.<br> Which is now a waste of my time.<br> <br> This now become my problem as the store is unable to locate my documentation. I do not understand how such an important document has been lost. I am extremely disappointed with the level of service I have received.