Lack of assistance regarding insurance claim

I brought a glass top oven in 2023 I noticed the glass top had a small crack. I reported this immediately at Bears Pier 14 Port Elizabeth the manager at that time was Kerian not sure if im spelling his name correctly. They then moved the shop to Bay West Port Elizabeth where I also reported the matter numerous times no attention was paid to my claim. At one point they said they will send someone out to come look at the stove. This has never happened. In December 2024 they promised to come and collect the stove this was also not done. In 2025 I started making payments at Bears in Cleary Park and there I also reported the issue with the stove. I constantly followed up with no success. I was informed the insurance will exchanged the stove this has also not happened. I recently query regarding the matter and was only now informed my guarantee has expired but I have put in a complaint or a claim way before the guarantee has expired. They now refused to do anything about the matter. I am Johanna Wildeman contact number ***. I feel I have been done wrong and Bears needs to except responsibly and do the right thing and fix or exchange my stove.