Bad service from Manager

I need answers as to Why a claim made on the 31st of July 2021 hasn’t been resolved. I have put in a claim for my 3 tablets that I bought at Incredible Connections November 2020 for my kids to learn online. I then went to Incredible Connection Pavilion with every document they wanted. On the 1st week of September I then got a cold message saying that my claim was Declined because of Negligence.????? Hawu how?? How is it negligence when something is ****** in your house?? Mind you when I was buying the tablets they told me that I should take the insurance from Abacus against ******, Theft and Damage .. Now it’s time to claim they telling me about Negligence??????? How??? I need answers!!!!!!!I then Called in The Manager Rashel at Incredible Connection Pavilion at 11:00am I then called again at 13:00 still they saying the Manager is Busy.. Wow what a pathetic service??? I’m still waiting fir her to call me... I need answers and my kids Tablets.