VERY POOR CUSTOMER SERIVICE

I am so disappointed in the service I am receiving as a loyal customer, paying premiums on time and never complaining when it increases. I put in a claim for my flat screen that fell and screen cracked on 06 March 2021. Fine, it went for verification processes and the assessor listened to all the recordings, finding that the consultant NEVER mentioned that accidental was an optional coverage, even after I contacted them last year to add power surge as an additional cover. Till today I am still waiting on response if they will cover this damage or not. Almost 2 weeks in:-(. VERY DISSAPOINTED.