Failed to send my insurance claim

I purchased a laptop with insurance 23/03/2023. I got ****** the 28 August 2024. I then followed procedures to get an affidavits to get my claim. When I got at Totalsports library promenade. They then told me I don't have insurance on my laptop. Mind I've got my insurance paper's that I've signed. Which tells me whoever helped me did not send my insurance through. I've got 3 cellphones insurance this never happened at American Swiss nor Hi. i placed insurance,work wasn't done on the other end how do I go about now . This could have happened to anyone.