Bad service insurance refusing to pay.

I bought a tablet for my daughter and a smartphone for my son. I then insured them. My baby girl broke her phone and I told her I will take it back to the insurance company during school holidays. Then my son's phone just stopped working if just froze I then took them back to Foschini Jabulani mall. Unfortunately there was unrest and looting, the phones were not yet collected by the insurance company so they were ****** at the shop. I have been going to the shop to enquire but the insurance company has finally Decided to respond after delaying for full six months. They are saying how can both phones break. Why wasn't I asked why am I not insuring 2 phones. I am paying for 2 phones that my kids don't have because the insurance company refuses to pay. The lady from Foschini Jabulani mall Gugu has tried all her best she even hides now when she sees me because she does not know what to say anymore. The manager from Foschini Jabulani mall is also not helping at all because Gugu needs a go ahead from her. What kind of an insurance company are you. Kindly give me my phones