Policy Cover Dispute

I have received really poor and unprofessional service from Kingprice. My household goods, which are insured with them, were damaged during delivery as I was moving house.

I put in a claim for the damaged goods and they were collected from my house by Kingprice. I was then informed that the damaged goods would be replaced.

Today, I was told a completely different story and that my goods are not covered under m policy. Why would they come and collect my goods and confirm that they would be replaced if I am not covered under my policy? I have been running around after this insurer for two weeks, only to be rejected at the last minute, after an an expectation had already been created.

Surely this goes against TCF??

How did it not get picked up from the get-go that I was not covered? Nobody can give me any answers other than "you are not covered" and nobody can tell me how this was not picked up in the first place. This is not my mistake and should not be my problem! I should have been told from the very beginning if I was not covered, but instead, have been given the impression that I am covered and runaround for two weeks.

Should I receive no response or satisfaction from this company within 48 hours, I will be taking this to the Insurance Ombudsmen as I strongly feel that this goes against TCF and the FAIS act as, if I am indeed not covered, this was not brought to my attention during inception and my policy was not thoroughly explained to me.