So Unhappy that they don't communicate

Good day I have a a complaint. I purchase a LG flatscreen Tv at Ok furniture Mbekweni and and it fell and broke last year June. It was insured and I took in all necessary documents the manager there said that he would get back to me it is a year already. My account was up to date now they tell me I am in arrears with the Tv. They very unproffesional they have sent debt collectors to my place but why should I pay for something I dont use I am so unhappy