No payout on claim

My mother has been a client with A&G since 1987 (yes, 31 years), and has only claimed a handful of times from them. On Friday 6 April she claimed for a bicycle (+- R4000) that was ****** out of a secure property. A&G would not payout since the item was not "specified". How can they expect a pensioner to know that certain items had to be specified? If this is how they treat their long-standing clients, heaven know how they treat new customers. Much better insurance options out there.