Absolutely appalled

For some reason I am unable to get a contract emailed to me. I need it for an insurance claim because the device I purchased has been ****** in Johannesburg. Phone was bought in Cape Town and I was advised to go to the store where the purchase was made. Nobody can help me with this and I was under the impression that such documents are stored electronically for instances like this. I'm unable to fly to Cape Town just to get this document but that seems to be the only answer I get.