Need a replacement of plasma as per insurance paid

Paid up item from teljoy (insured as part of the contract)and now on extended plan for insurance purposes. This item had been ****** through house breaking and theft..I called in and was told it is insured...They will need necessary docs to process the claim. I submitted docs as advised ...later they tell me they can't keep on replacing. I asked for the policy doc.so I can read and understand what.they mean...till now nothing received.when I follow up was told there's nothing they can do..They ignore my request for policy document till now. They have my affidavit . copy of ID and case number.((((Message from SAPS. WO.TJ MAREMA will investigate your case KWA THEMA ref nr CAS 234/9/2015.Unit contact detail:***.Do NOT reply to this SMS.)))