Santam Insurance is the best, clearly not.

I placed a claim for accidental damage for my mothers TV only to be told that I'm not covered for it. I'm so confused as I moved from Alexander Forbes and the sales person ensured me it was like for like, I even added extra. I always thought Santam was the best, clearly not, should have stayed with AF. I have an elderly mother that is using the TV, now at claims process I find out I am not covered, pathetic Santam. I mean the reason you take insurance is for accidental damage, did not know you had to specify this. So if my son hits the ball against the window accidentally I am covered, but if the ball goes against the TV I am not...very strange how you cover this pathetic policy in well worded stuff. I would like to request a copy of the sale audio in order to take this matter to the ombudsman, dont see why I have to pay for *********** sales people.