Lewis High Street Grahamstown

I went to the store several times as i'm a account holder at store who just recently lost his plasma tv in burglary. I submitted a claim and i was only told through a phone call that the reason it was rejected,it was because i have 6 months which were in arrears and they stated it was stipulated in my contract wich they are using monarch insurance. Went tho the Lewis store in Grahamstown High street looking for my statement of my account in order to get clarity of the 6 missed payments. It's been more than a month since i have been going to store and still nothing,called their head office early december and was told they will send it to me via e-mail within 3 business days,till to date nothing has been sent. Asked the store to please get me a reprint of my insurance contract,i was told they were archived it won't be easy retrieving. Phoned head office asking for a reprint of my insurance contract and they told me it's only the store that could help me. All i want i clarity of the matter which i want to raise this matter to my legal team to look through. What measures must a customer take in order to be taken serious?