ALL RISK CLAIM SETTLEMENT

I’ve submitted a claim with Oakhurst for my laptop and the bag which was grabbed. I only specified the laptop on my policy but not the bag of R749, I do have an unspecified All Risk Cover of R5 000, I complained to the consultant by the name of Tilani Snyman and she advised me that she’ll escalate the matter to management but throughout the day she sent me an email to say the bag is not covered under unspecified items. Please advise under what condition does the client enjoy cover under Unspecified All Risk? It doesn’t even state on their policy wording.

All risk cover is a worldwide cover which covers any item you carry or worn with you out of the house, she sent me an email to advise me that it is not covered because” Management advised that The laptop bag Not Covered Under Unspecified All Risk - Not Design to Normally Been Worn On You” She doesn’t know her underwriting guidelines and the meaning of Specified and Unspecified All Risk items. How much do they cover per item under Unspecified All Risk?? What a BAD SERVICE??? Giving wrong advice to clients, I want my claim to be settled properly please.