Refuse to process claim

My husband bought a cellphone on account last year February, and was advise by consultant to take out insurance, but last month when he lost his phone, OK furniture store at Tower Mall Klerksdorp was unable to help with his claim because according to them they are now unable to send documents trought for more than a month to assist clients with claims because the insurance system is offline. He is paying amount of R418.80 for insurance that is now unable to assist him for a month