Bad service bad attitude

I will not be liable for Foschini employees bad attitude and them being unable to do anything ask of them correctly, bought a phone through foschini and insured it through them only to be told a week later that the phone is not insured now that am laying a claim am being told it was not lodge within the correct time claim which I know very well was but am sure that it was capture incorrectly by foschini employee this is totally ridicule and I will like for this matter to be resolve I cn not be paying insurance for phone and then be told when am claiming that it can't be done all cause of incompetence