Insurance that I've paid but never work for me

I went to the shop to buy head bord in 2012 which they include insurance on it but later in 2013/14 I report fault on it they gave me reference and they never came.I went again persona x3 which is 50 case single trip they said they will come in January first week with another reference *** again I'm still waiting for investigation no call update or SMS nothing.I feel like they just force us to get insurance but its hard for the to resolve the problem when you claim.my request now I will be happy if the can pay back my insurance money