Claim Rejected & Bad Service received

My phone was ****** from my handbag this morning and I enquired with FFW insurance on whether I could claim or not as i was under the impression that i had this so called \handbag cover"for R4800. The lady i spoke to advised me that she could log the query and see. She then called me back and advised me that it had been rejected due to the fact that i still have my hand bag with me. She then confirmed that if i had removed my contents from my bag and the bag itself had been ****** then only I would be covered! I asked her if someone had emptied my bag and taken everything from it and left the bag behind would i be covered and she said no! Seriously? So you guys are trying to tell me that my handbag of R199.00 is covered and my contents of more value inside of the \""insured bag\"" isn't? This is crazy! it is the 1st time i put in a claim and hopefully the last. I spoke to the complaints department to a lady called Liezl who was rather rude and wasn't much help either. i must say that based on this experience I don't have much faith in this insurance at all and i will be sure to make others aware! I did not want a new phone from you guys but I at least expected to be compensated! """