Bad advise/service

I took up insurance with ABSA and it was all good and well until I submitted a claim for my tv only to be told by a technician that my claim has been rejected as I didn't take accidental damage. I asked for the calls to be listened to and I haven't heard from them since. I would expect so much better from a reputable company as its their duty to ensure that during underwriting stage all cover and conditions thereof are explained. Now I have this so-called insurance which only co era me for theft which was never explained to me at any given stage, I was told that I should read my policy wording, why then do we have so called call center advisors? Really disappointed at the way this matter has been handled. I'm even thinking of moving my whole book to another insurer - not happy at all