failure on insurance claim for broken bed

I bought this wooden bed thing (don't what it's called) that you just put a mattress on in 2013, and it was perfect, about 2 to 3 months ago it broke. I went to the store, they called the person responsible for complaints, he asked me to bring the papers, went back again after 3 days explained that I don't have them and he asked if I'm sure and I said yes. He went to one of the ladies's desks to print my profile, I think, took my cell and work numbers and never heard anything from him or the head office. I went back again after a month or so, I was told he wasn't there and no one else can help me. I still have a broken bed in my home, I'm only left with 2 months to finish my account, don't know if I'll still have insurance for my bed after I've finished paying. I'm really disappointed as I thought they have the records that I bought it and still paying it and will be able to help me, maybe I'm not that important to them anymore.