Puzzling Customer Service from Chubb

I purchased a travel policy from Chubb and after travel I had a query on whether I can claim for lost of income due to a flight schedule change. I provided my policy number. I expect Chubb to reply to me saying yes, you have a claim yes, or no, it is not covered under your policy, as they are the service provider. Their response is puzzling:

Kindly refer to your policy wording. If loss of income is not stipulated on the wording, then there would be no cover.

How does that help the client at all? I did read my documents and I still have the question? If I claim they will anyway have to look at my policy documents? I think it's such a cheap, quick way of getting rid of a client's query. Unfortunately in that one sentence they lose me as a client forever.