Damage couches

I am so disappointed in best home electric, I bought couches last year and I was paying for insurance and now one of my couches got damaged by kids and I reported and they came and took photos and told me I should right an affidavit for them to process the claim and I did that and they never got back to me I then called them and they said my claim was decline because of the information I gave them. I ask them what is the insurance for