Homeowners insurance claim

On Saturday 18 July 2015 we enquired about getting a locksmith to come out and replace the locks on our property as our keys went missing during the course of the day. We were informed by the agent that we would be covered up to R2500 with R250 excess. She also informed us that we would have to get our own vendor and log the claim on Monday since its weekend but she would send us the claim forms in the meantime. Monday we called to log the claim and informed that the information provided was incorrect and we wouldn't be covered. We informed the agent that we were advised incorrectly and requested that the call log be reviewed. During the day another agent called informing us that the claim was declined, we requested a manager to call back but on Wednesday 22 July another agent called again informing us that the claim was declined. Yet again we explained to the agent what we were informed as we did previously. They only reason we are logging this complaint on this platform is because we know it will be properly investigated. There was a process failure from the agent side who should be well informed of the product but gave us the incorrect information leaving us with a R1400 bill.