Poor services delivery and unclear clauses

Dear Hellopeter I trust this message finds you well, On the 15 Dec 2023 early morning there was a house breaking that resulted to most of the house content being ****** including the rain router, there is a case opened for the incident. I called Rain Support on the from 19 Dec regarding the process of replacement the 1st consultant i spoken to told me that there wont be any charges that will be effected as it was ****** and i was further advised that a consultant will call me in this regard which never happened, i constantly followed up as the status as i was advised it was *on que* to my surprise during the follow up i then advised by the different consultant that i had to pay a replacement fee which was not disclosed to me when i asked i was told that a consultant will be in contact. Today i called as usual the consultant who was assisting me confirm that i have to pay the amount and then i asked her to take me through the TCs on clause 1.14 which only addresses *default payment and cancelation* however silent on ******* goods*. I am not cancelling or defaulting how is this clause applicable to my unfortunate situation. I have requested to speak to the Team Leader to help me understand i was told that the team leader is in a meeting. Up to this date no one has contacted me.Your intervention I'm this matter will highly appreciated. Kind regards