Bad customer service

Called on a Friday 13 Oct 2023 to ask if my comprehensive car Insurance covers hand bag insurance as I was not sure.The Consultant said yes, i then went to the police station to make a case. Monday afternoon nobody has called me yet,when I called in they said someone will call me ,Tuesday afternoon no one called yet I called again they said the claims consultant will call me. Wednesday I called they said my claim is with the manager, and can't answer me why nobody has not called to make a note of the incident yet.Late Wednesday the claims consultant Marilize called ans said to me she was not at work for the whole week.This is the same person that they told Monday and Tuesday will call me. Thursday the claims consultant tells me I don't have cover for portable items and my handbag and that they will listen to the call.Monday they callerd me to tell me they can't get the recording. 8 DAYS and counting they doing their investigation. Tuesday 24 Oct they advised me it's not covered they can't retrieve the call and they will not be paying my claim. The claims consultant says I must read my policy documents properly and calling in to check does not help because ppl can make mistakes so for 4 days while nobody contacted me nobody not even the manager that allocated the claim to whoever could advise me that its not covered. Ridiculous !!!! I understand that their is no cover but how can you mis inform a client and not take responsibility for your agents in competence .The entire process was tedious and unpleasant ans this is becoming a norm with dail direct.