Breach of contract#INDEMNITY

On the 21st of June I did terrible mistake coming to think of it , I went to pawn my plasma TV in Chris Hani crossing in Volsooris cash Crusaders, unfortunately there shop was looted and vandalized due to the recent unrest I called the head office as I wanted to pay and out of concern, the amount loaned was 800 plus interest of R218 I called the head office on the 12th of July I was told there are yet to receive feedback from senior managers and was given a useless ref no of ***, was told I won't have to pay the interest they are waiting for insurance , wherelse I once lost a phone and laptop due to the expiry date of which it was a hard pill to swallow but understood as I was taken through the agreement between me And the company , now I called the head office spoke to Chantel in the customer service who tried to tell me the same excuse , but reminded her she said that before. Then she went on to say unfortunately I have to wait for the store to open , I constantly fight with my wife and kids over the TV issue ! and if it was the other way around I could have lost ny3rx items! What's fair about this as they acknowledged their mistake and told I don't have to pay for the interest. The INDEMNITY says if they fail togive me my item on the day agreed upon the will refund/replace me but no one is taking responsibility and it further says on the agreement there is no additional or terms and conditions hidden now can someone tell me what steps or channels I can follow to resolve the matter! As currently I'm in contact with the NCR