Your hand bag is not really a hand bag

I was car jammed and had a cell phone and the hand bag ****** with valuables inside and first for women rejected the claim on the basis that my Tommy Hilfiger hand bag with a sling was not regarded or did not qualify as a hand bag but it was said to be a "back pack". What a joke! Worst service ever and excuses just to reject the claim. The cell phone claim was rejected because the sales consultant failed to explain that the cell phone should be specified. I could not have known if that was never related to me. The rejection letter came after numerous calls to follow up on the claim and attempts to escalate it further and empty promises that a certain manager will contact me, who till to date never called. No courteousy call or an update on the claim were made or a follow up by an 'investigator ' or the claims handler , to clarify the description of the ****** items or what or how the incident occurred