Disappointed client

After such glowing review, I had so much faith. I submit a simple loss of keys claim. They process my claim and tell me that everything is fine I need to submit a quote from a locksmith. Next thing I'm called the following day, my claim has been denied because they don't cover loss of keys. What insurance does not cover loss of keys. If they are filling me in a simple claim what about a big claim. I'm cancelling my policy