Handbag claim first for women

I was in an attempted hijacking and they stole my handbag from my car whilst at an intersection. I called first for women as I was initially told i was covered for up to 5000 rand for my handbag.. they advised that I was wrong and said I was insured for 3000 rand and gave me an excess amount around 750.. I later in the week called to enquire about my claim and they informed me that I'm not insured for handbag.. my question is, where did they get their amounts from if I was not insured. A week later and they're still listening to my recording and no one has responded. I'm utterly disappointed as I was held by a knife and I had no choice when my bag was ****** with my I.d and drivers licence. Please help. I pay my premiums religiously but first for women has let me down