Iwise -SLA

I had loadshedding and some items were damage, policy was not explained in a undersandible manner,the cover and if I did have cover for what amount I was covered,in case of loadshedding.My items was assessed and was found damage,Banella at claims want to replace items with different make,when I told I will get prices then she said she have to look if I have cover? After long waiting she said I don't have and therefore I request call when policy was opened.Still more then 30 days got nothing.Phone manager Trish at claims last week Wednesday,she said she will get back to me before end of day?She did not so I phoned next day and sorry was here words.On Monday the assessor that did assesment brought damage items back,his words why did they asked to assess if I don't have cover,they need to be paid for there service.??Last week when I spoke to manager at claims Trish I told her that I will take this up with hello Peter and she said I can go if I want.My point is they did not explained in a undersandible manner,if I do take this additional cover the cost and that according to Banella in case of loadshedding they only cover up to amount of R 50,000.If they did explained that to me!!Also manager does not have a SLA (Service level agreement)