outsurance does NOT care

2 weeks ago, my family and i were held at gunpoint at my mom's home. Our car was ******, my bag with my cellphones and purse, id, money, jewellery, everything was gone. We have car and home insurance with outsurance. The claim was processed for the car and we currently have a courtesy car while our car is being repaired. When i called them yesterday for my handbag and its contents, they simp,y said its not covered. Im new to outsurance and before we took the cover, my husband asked the agent at the call centre if jewellery and personal items are covered, the agent confirmed it would be. Thats the whole reason we took on the cover. Now its a different story when we claim. After being put through all the trauma of being held at gunpoint and not knowing if your family is gojng to be killed, we now have to argue with insurance, which we pay for, to cover our ****** items. This is utter ******* and they should not be misleading people just to take on their insurance and not pay when it comes to a claim. Now here we are sitting at such a huge loss when we are paying for this to be covered if ******, but nothings being done. Outsurance should not just take peoples money!