Refusing to claim insurance

I bought a battery from battery centre last year it have 2 year guarantee it's been giving me the problem for the 4th time but they keep on refusing to take a battery and claim for insurance last night I was stuck on a very dangerous zone road I had to struggle to get a back up and today I took the battery to battery centre an old man that tested the battery told me it is dead inside but the other refused to claim for the insurance and give me a new battery and told me to pay R20 to charge how can I pay for something that is still under guarantee and also told the people who are responsible for insurance claim they will be coming back next week how's that even possible