Prejudiced over insurance claim that was not properly reviewed

I have all my devices insured with hollard and every claim has been a nightmare. I have made a claim for two devices and explained that the other phoned seems to have had a electric shot while charging and when we quickly took it off the charge it fell and broke, claim was however declined. Second incident that phone has fallen a couple of times picked it up life went on until the phone got tired of falling and gave in, claim not approved. Their reason is that they only cover accidental damage, loss or theft, Eintlik what is actually covered. I dont know whether they expected a claim from every fall even though the phone is ok. So the fact that the screen did not crack due to screen protector and case is the problem. The didnt even collect the devices to have a look at them they just said my claim is not covered.