Bad service from them

Im Michael Melane im having a problems with absa insurance January i have breakdown i called them they assist me with towing truck and that towing truck damage my car i called them to report they asked photos i did send they asked me to do quotation i did.till know my car is not been fixed.at the moment i having a problem with my tv as i insured my house i call them they come and take my tv 6 days later they tell me tv is not covered because it was not been maintained.what is the maintenance of the tv?.My tv it just went off