Unhappy about Dotsure claim

I am so disappointed in Dotsure car insurance. We have a contract saying that our car keys are insured. When making a claim, it was declined. They were unable to explain to me what conditions my car key was covered for.I still don't understand what car keys are covered under what circumstances. I think the next step is to cut ties with them. I will try to find insurance that is having people who can speak African languages so that we can have a better understanding of their policies! You speak 1 word by mistake using English, they stick to that word even when you trying to correct what you wanted to say.I am very very dissatisfied and disappointed.