Pensioner NO EXCESS FEE ****

I am writing this review of behalf of my mother Eileen Jordaan who is a client of Auto and General (Home Content Insurance)she is a pensioner who was offered a NO Excess policy. Unfortunately two tv sets broke and when it came time to claim, one tv set claim was rejected due to wear and tear,bear in mind that the tv is about 4 years old,(and in their policy document they advise people to replace their appliances every 10 years because of wear and tear). The second tv set they request R750 excess fee because TV's are additional insured items...I want to know what happened to the NO EXCESS part of the policy? this has been going on for almost three weeks already,today she spoke to a claim processor manager by the name of Samantha, and she asked Samantha how does the NO EXCESS fee benefit her if not for something like a TV she mentioned GARDEN FURNITURE!! My mother lives on my property in a cottage, and she mentioned this to them when taking out the policy, and upon taking out the policy she asked them what will she be covered for and was told ALL OF HER ITEMS IN HER COTTAGE, Auto and General are misleading and dishonest to say the least!!!!