Policy schedule is differ when you claim.

I got hijacked and they took my car keys with, and when I called the insurance they told that they will only help with towing the car to the dealership because the don't pay for key replacement. A month later I noticed on their policy schedule that they have a key replacement with R0 access payable. I sent them email regarding this matter and they responded with noreply email saying "If there is nothing else that I can assist you with, We're going to close this conversation for now"