Refused to assist with a damage

I was given attitude at Westgate sportscene funny enough the manager was there and they just looked at me, wa told that they wont assist me for damage that pregnant lady told his manager and they just looked at me n carry on eith what ever they where doing, there was a man in front of me he wanted to pay however no one came to the till to assist all of them they where just minding their own business, its funny they went behind the till but just dd not help us. I believe store have everything insured I just dont get it why I was denied to exchange