Don't know what is going on in own insurance policies.

I am dissapointed. I never needed to make a claim before and I do not need to make a claim now. I figured, let me find out if it is possible to claim for liability because my son accidentally broke his friends glasses for which I am now liable for. The person I spoke to had no idea what he was doing. He knew nothing about liability, he told me that I can only claim if something was ****** even my policy documents do mention liability. I was on hold for most of the time and then transferred to another department so that they can confirm if he is right. Ag nee. Just for me to get information on the possibility of a claim. So how hard will it be for me to do an actual claim.