Poor service

I lodged a claim with iDirect 3 weeks ago. My appliance was only collected a week later for an assessment. A week after the assessment was completed today I receive a call from their consultants that they will not be replacing the appliance. The guy was rude(Call is recorded) and he was even telling me that I confuse the terms and policy. He referred to me about a document that he was reading that I do not have access to and it is not included in my Policy Schedule. Why would an important document that affect my insurance not being included in a Policy Schedule? If that is the true reflection of how ABSA treat its Customer then its a ****.

PS: ABSA need to listen to the call prior to calling me for futher discussion.