Auto & General failed me

I have a home and contents insurance with Auto & General for years now, recently my sound system Sony Mgongo 7.2 amplifier started showing error message "PROTECT" I phone my insurance in this regard and wanted to know the reason for the error for which I did not know, I was advised that they would come and fetch the amplifier to their dealer to repair as I was covered, this was on Friday 9th October 2020. Today 14th October 2020 I get a call advising they unable to continue with my claim ***because the sound may have been overloaded with speakers or volume was on a reach of maximum for a long time. I find this is *********** and outmost nonsense response ever from such a company, for all this years being with a company of their magnitude and receiving such a feeble response and their consultant did not even know exactly what she was presenting to me. This makes me think what am I spending all my expensive premiums for if when is time to claim ill be just told sorry we can help whereas I am continuing to pay premiums