Vehicle Glass Claim and Out & About Cover

I was a victim of a smash and grab on 06/08/2019 at 19:35. I submitted a claim on the app same day as the front left window was completely smashed in. I phoned the claims dept but was informed they're closed until 07:00 the next morning. Claims called me back on 07/08/2019 morning regarding the claim and Mpho advised that Glasfit would contact me to replace the window. I emphasized that it was urgent as my car can be accessed by anyone through the missing window. I have to pay a R1260 excess which sounds like it's more than what the glass costs! I advised Mpho that my handbag and jacket had been ****** in this incident. Mpho told me that my Out and About Cover does not include unspecified items. I advised that my schedule shows that unspecified items are covered for a maximum of R1500 per item. She disputed this and said I can check the schedule again and provide feedback. She advised that she would send me the claim number and her contact details. I did not receive same after waiting 2 hours. I called back and spoke to Molefe and he sent me the claim and notification to Glasfit. I phoned Glasfit and struggled with them finding the claim. Glasfit eventually advised that they would let me know which branch to take my car to. To summarize, Glasfit has not yet fitted the glass. During the course of the day I spoke to Michael from Outsurance and explained my claim and he advised that I would have to submit a quotation for the items that were ****** from my car. Less than an hour later somebody else called me and said that these items are not covered. I emailed her my policy schedule and she phoned back saying unspecified items are not listed on my schedule. This is not what I discussed with the person who did the initial quotation for my policy and I was led to believe that my handbag would be covered. She said the recording of this call will be checked by QA and feedback would be provided. I asked that I also get a copy of the recording. I haven't received feedback to date. I understand that your company works with high volumes of claims but I would appreciate feedback regarding my claim. It would be nice if you had a team dedicated to expediting and following up with your service providers as there seems to be a miscommunication between Outsurance and service providers.