Bad service

I’ve been a loyal homechoice customer for almost two years now . In january i purchased a Hisense 50 inches smart tv and when i asked them about insuarance they said they dont do insuarances. Last night there was a break in in my house and ive just let them know what happened and how do we resolve the issue of instalments regarding paying for the Tv and they told me its not their fault that the tv has been ****** they just want their money. I have reported the break in at my local police station and i have a case number so the next coming year i will be paying for something that is not there and they are not willing to meet me halfway. It is really unfair