Claim not Honored

i logged a claim on 24/10/2020 my claim no is ***. My tv was accidental damaged. The claims consultant responded and said to me to go get a quote and damage report. which i did at a cost of R550.00. After i have submitted the damage report Santam responded by saying that they cant honor my claim as this accidental damage to tv's is not covered. My concern is why did the 1st claims consultant make me go get a quote and damage report at a cost of R550 is they knew the tv is not covered?

Elrick Kara