I an account at Lewis store, started from 2022 till now asi still an outstanding balance

I an account at Lewis store, started from 2022 till now asi still an outstanding balance.During June this my wodrope affected when was the informal settlements burnt,the I went to Lewis store and launch the incident,I went to the shop with the photos of the property and affidavit,they gave me a form to sign, from there I waited for the call from them till now , when I went there they said insurance claim declined because I didn't paid for the last six months,Wich is not making any sense to me, because my last payment was 28 june