Unable to claim insurance

I have a very serious problem with CNA, i bought a cellphone at CNA mall of africa and took insurance which is with finrite every month premiums are taken, my first claim with them was successful, now my cellphone is damaged i went to the store and i was told they no longer sell cellphones now i have a damaged phone but i am unable to claim for it to be fixed how is it my fault that they do not sell cellphones and why should i be the one doing all the run arrounds trying to log in a claim for my phone? there was no communication about how people should go about claiming insurance we only get surprises when we get to the store

why am i paying if i cannot get help i am really frustrated as it has been months sitting with a damaged phone this is really dissapointing from such a big store i am ****ed to say the least