Lewis Store Malmesbury

I brought myself a cellphone about a year ago at Lewis Malmesbury... I took out insurance on the phone... about 5 months ago I got ******.... I went to saps to open a case to get case number for insurance claim.... I got all my things from police station and took it to Lewis store Malmesbury.... 2 months ago I went back to Lewis to find out wat is happening..... the one guy just told me my paper work is gone and I Must go back to police station for a other case.... I went back to police station and explained to them wats happening... they couldn't helped me... I went back to Lewis to tel them.... the same guy told my he Wil get back to me .... it now more then 5 months.... and I'm paying every month....wat can I do