Makro tv insurance is a ****

I bought tv at Makro and was advised to take insurance and of which I did, now my tv is not working and Makro took it and is been a month without tv. It has caused an inconvenience especially with kids around. I expected to get a new tv or a refund, but now I am been told that the insurance are looking for the parts of which is not something I accept. The guy from Makro by the name of Neo has been trying to assist me but with no luck from the insurance.