Pathetic reasons to reject a claim...

Logged a claim for accidental damage to my fridge on 1 Dec 2015. 5 days later after no acknowledgement, update or anything, I get a call from a very confused agent by the name of Emmanuel Nzama. Based on the questions, it's clear that he didn't even bother to fami****ize himself with the claim. Then he tells me that accidental damage, according to Dial Direct should result from my property being damaged during a burglary? Really? Damage during a burglary is NOT accidental. ******* would have intentionally entered my house to commit a CRIME? It's madness that to lure us to insure with them, they just say you will be covered & leave out the nitty silly details for later when a person claims.