non replacement of insured goods

I am a credit holder at Lewis Worcester. On the 27th June 2015 I moved from Worcester to Cape Town and during this move I lost my mattress which I am still paying for inclusive of insurance. On 17 July 2015 I reported the loss of my mattress as a sales lady at Lewis stores Parow advised me to do same when I made a payment there. I did so and she faxed my affidavit to Lewis Worcester. A week passed and I called Lewis if they received my affidavit and they said yes but I must go back to Lewis Parks to complete a complaints form. I was already upset as had I not followed this up I would not have known about an outstanding complaints form. Went to Lewis Parw and faxed the complaints form. A mrs Du Plessis is the manager at Worcester. Up until now I haven't received any feedback mattress. I am utterly disgusted at the disservice and demand the new mattress that is due to me.