Bad service regarding insurance on a laptop

I purchased a laptop from Markham Vaal Mall and was advised that we include insurance which we did and is up to date but unfortunately when the laptop was ****** with it was ****** with its documents in a box as advised by the store. I then went to the store and it was confirmed that I do have an insurance on the ****** laptop. They further advised that I go make an affidavit at the police station and we were given a case number. I did everything they requested but until now they have not assisted me to get a new laptop or any way forward up until now. It has been months now. I claimed on 3rd of June 2022. The value of the laptop is R4900. Can you please assist me regarding to this matter.