Not paying claims

During December 2019, I called in to my insurance company requesting some assistance. I spoke to a Shempsey explaining my laptop dropped and wanted to know if my insurance covers accidental damage or repair, when I was very quickly told my policy does not have accidental cover. I was very disappointed at that but left it. In February I phone my broker for assistance on payment reduction as I have never got any reductions in the last 5 years and now claim bonuses. I told him my situation on the laptop. He told my that I do have accidental damage on anything happening in my house and that I should raise a claim with the insurance company once they call me. I waited 2 weeks for them to call me. On the phone they asked me what happened and I explained to then that my dog ran past my table and accidentally pulled the laptop off. My explanation was very clear. They then gave me clear instructions to take the laptop in for a report and get a quotation. I was also told to do it within 7 days or the claim will be rejected. I took my laptop in for a report and quote and sent it in time.

My very first quote in 5 years they now reject stating my insurance does not cover accidental damages caused by pets, however they do cover animals causing damages. I really don't understand that. What is the difference between animals and pets. They both still cause accidental damage!!