can claim now not allowed

on the 11 December I phoned the call centre and spoke to Lizzy (***) to assist me because my pump of my jacuzzi packed up and I wanted to know if I am covered for it. (there was a technician and my pump blew the electricity out in the street) She said I am covered for R3000 and must only pay an access of R500. Being a pensioner this is fine for me. I got somebody to fix it for me. I phoned again and was told my claim is with Beauty. Then I was told by Dudu that no claim is going to be paid out. The information given to me telling me I can proceed and now I am not covered has put me in a very difficult position financially. I need to pay for the pump and have ABSA insurance does not want to pay me out. I am very unhappy.