Insurance not paying out for ****** goods

I bought 2 TV's, Chair and a table. I took one TV to my mum's house, unfortunately it was ****** in August 2017. I went to do the affidavit just after receiving the case number and went to the store to file a claim for the ****** TV only because the sound system which they stoke was already paid up. They told me few weeks ago that my claim was invalid. And the lady at the branch reprocessed the claim again, but they sent again an sms saying the claim failed again. I took the goods with insurance for reasons like these, and if they can't help me during times like these, but expected to pay the instalment. I need intervention please