Worst service from Lewis stores and monarch insurance

Good day I am fairly dissaponted in lewis stores. For 5 years we have supported lewis. Paid our account strictly. Last year we bought a 55 inc LG television from lewis, together we took out insurance on the television. This year 2018 we arrived home from a short trip and the television has material damage. We contacted lewis stores and reported it. Waiting for lewis to come and collect the tv. Eventually we phoned lewis time after time to come and collect the tv, with no luck. After a huge stuggle lewis collected the television. Lewis contacted us after almost 3 weeks, and said we must get an avidavid from the police station. We went and got a avidavid and delivered it by hand at lewis stores where we bought the tv. Another 3 weeks past and we phoned to find out about our television. Then the lady told us that out claim was not accepted. She gave us a document that said we must write out our own affidavid. She also gave us the insurance company number which we phoned. We spoke to the manager and all she said is that the police avidavid is not good enough. I am dissapointed in lewis stores and monarch insurance. This is the worst service we have ever received from lewis stores. How can one pay for something that you dont have. We are paying our insurance and our installement every month, and this is the service we get.