Unsettled claim

Am really at my wits end, I bought couches at Lewis in Roodepoort last year. The couches are broken because of the inferiority of the wood. I alerted them and they were in a rush to close the complaint rather than solved my claim. The last time I heard from them was that they would get back to me when the claim is processed. And I haven't heard from them since. Why am I paying insurance if y'all will not honor your part of the deal, is this not breach of contract?