Rejection of the lounge suite claim

I took the home contents with budget in February so now I broke the lounge suite accidentally then they said to me the accidental damage is not covered of which they didnt tell during the time I took their insurance.They then apologised and said they will process the claim because the guy whom I too the claim from did not explain to me properly.They asked me to send the photos and the quotation,that is when the problem arises the lady responsible for my claim said to me that the photos do not show that it's an accidental damage and she said the quote is too high so they are rejecting the claim.I do not know whether they only cover new contents but they did not tell me that.So please help me to get claim processed fully.It is their fault that they did not explain about this whole thing now they do not want to pay.