Bad customer service

More than a month ago I submitted a claim for accidental damage to my TV set. The Insurance promptly send a service provider to collect the damaged TV Set. More than a month later, my claim has been rejected, because my policy doesn't cover accidental damage. Why was the TV collected in the 1st place, and after a month not yet returned since my claim has been rejected. Needless to say, I've canceled the policy. I've convinced several family and friends to join the insurance. Just wondering what type of service they receiving.