Why do we pay Goods insurance and not assisted on time

I have being a Bradlows customers for so many years their furniture is good but However the experience or rather the service I am getting am not happy I have claimed for my goods insurance Jan earlier till today no feedback or what so ever I have to always call abacas they say it's their insurance they take me from pilla to post and I go to the shop I bought my furniture at Jabulani mall the service is worse hey are clueless I don't know what to do, the reason why one pay insurance is not to be inconvinanced but I guess I was wrong I am so unhappy I don't know what to