Shocking service

I am absolutely appalled by the service from FFW. Being a brand that markets itself as \pro women"andabout help and safety. A member for over 10 years and 3 vehicles!. My vehicle was recently ****** from a shopping mall a few weeks ago. I had taken out extensive cover and including handbag cover that is supposedly a benefit. Their cover is also different for the part of the car your handbag is in! I get told that my cellphone is not included as contents. What does it have to do with handbag insurance? Surely it is the contents of the handbag? The second problem - Does anyone know that this insurance doubles your excess should it be at no fault of yours"