Absa idirect insurance

I have logged a claim for my insurance on the 16/1/2019 with absa idirect as i had a car jamming and had my cellphones and jacket and make up ****** from my bag that was left in the booth.I spoke to Lebo who logged my claim on the 16/01/2019 and told me the turn around time is 48 hrs.I did not receive a follow up to date and i phoned them on the 22/01/2019 to follow up.I spoke to Terrence at absa idirect and was told that i am not covered on the insurance for car jamming as it has to be a forceful entry.I was not told that when i logged the claim and i was not told when i took the policy 3 years ago.I have 4 cars and 4 cellphones and my household contents on this policy.I have never had a claim from absa idirect and to be getting this treatment after 3 years.I am very unhappy with the service i am getting from absa Idirect.