Lewis does not want to replace washing machine etc

January while we were moving to capetown the washing machine that was in its original box caught on fire on the trailor.We went to lewis in caledon to report what had happened the next day and Steven asked us to go print the photos of the washing machine and chest freezer for the insurance company which we did and it was money out of our pocket.he said he would handle it.Weeks go by and he suddenly says we must talk to the branch in senekal and christiana...This after we filled in forms and got statements from the police station.We contact lewis in senekal and the lady tells us she needs photos and the police statements which shocked me after we were sent around by steven half of saturday to sort everything out.Then Christiana branch calls and says they will send someone out for the freezer...2 months down the line no one turned up for the freezer neither the washing machine yet we keep paying every month.We call Senekal branch last week and she then passes the responsibility onto us saying we need to get the washing machine to senekal as the insurance wants it.....So we are getting messed around by 3 lewis branches.3 months now and still no washing machine,no freezer!