Dispute for insurance claim

Im trying to put in a claim for my TV that i bought on account at Bradlows Southgate on the 27/11/2022.

03/02/2024 While moving i wrapped it with a thick blanket and secured it on the back of van it was the only item on the back of the van as the rest of the goods was on a hired trailer. But at my new place of residence my TV screen was cracked when we installed it. I then called abacus the insurance that is included in my monthly installment they then sent me forms and advised me to go to the store for them to process the claim the lady then told that she will process the claim and i should only send the serial number. A company called Mastercare came to collect my TV for repairs. It's been two weeks now. I called Bradlows Southgate to follow up. According to the sales person (Sanna). Bradlows headquarters and The supplier says that this falls under negligence and i should pay cash for repair and want to convince me the Tv fell. When i call the insurance Abacus they can't find a claim on there system and they do cover for such incidents and i should not pay.

#1 HOW CAN BRADLOWS HEADQUARTERS AND THE SUPPLIER DECIDE FOR THE INSURANCE without putting in a claim?

#2 the lady wants to convince me the TV fell as if she was with me the day i moved.