Claimed my stuff. I want my stuff please

Had an incident 3 months back. I had experienced a saddening incident on the 3rd of August 2019 in my village. There was a thunderstorm took place and my house was affected, now I have been waiting for Russell's to give me my stuff. My house literally burnt down I lost everything, my double bed and tv which I'm still paying them. But I found it difficult why russells takes long to help me.