Poor customer etiquette

On the 05 July 2024 I visited Sterns at Riverside Mall in Mbombela to purchase a gift for a friend, the store encountered an armed ******* while I was in store. myself and the store employees were held hostage at gun point and the perpetrators took some of our personal belongings this includes my hand held device an iPhone 15 128GB valued at R25000. On the day of the incident the area manager Le-Ann approached and assured that she will lodge a claim with the store insurer to claim for the ****** food this includes third party cover. In essence she basically said my device will be covered and I also informed her that I also took insurance for the device and I suggested that the store should rather cover the excess fee and the rest will be covered by my insurance and she insisted that the device will be covered by her insurance. Fast forward to 16/07/2024 I made a follow up call and she then confirmed a different version of what was initially discussed. She confirmed that the store insurance is not liable for any customer loss in the event of an armed ******* therefore my device will not longer be covered. She went as far as making an example of a public transport claim. I then said but when choosing insurance cover an option of “third party” cover is available and she confirmed that TFG is self insured and does not have third party cover. Over and above the emotional trauma experienced in the property of TFG it is daunting to learn that a company as big and established as TFG they do not value their customers. This is very alarming for us customers and to the TFG brand as a whole that they are basically saying “enter their premises at your own risk”. As much as the incident was unforeseen and unplanned as per the area manager I also did not wake and plan to find myself implicated in such an incident. I am suffering emotional trauma and now the store is not willing to carry the after effects of the ordeal this is also adding in to the stress that I am currently suffering. My insurer on the other is requesting an excess amount of R11 250 due to the fact that my phone was less than 3 months old. May you look into this matter as the feedback received is very unsatisfactory and negligent coming from a manger who is in the customer service space