Benefits added on the policy just for selling purposes only

So I have Homeowners Insurance Policy with Standard bank, And page 18 of our documents have "TUTOR AND CAREER COUNSELLING SERVICES" Gives your children access to: Qualified tutors or teachers to help them with their main school subjects. It includes support with projects or homework from Sunday to Thursday between 6pm and 9 pm, excluding public and national school holidays.

It seems like Standard bank insurance does not offer any of these services. I have called so many times, was sent from pillar to post and no ones knows anything about this. My last resort was to register the claim online ,in writing so i can scan the document as it is and share it, hopefully they will see what i am talking about. Then i received a call from Karabo Ledwaba who advised that she have no idea what that is, she tried to find out internally with no luck . I advised her to get her line manager to contact me, she emailed back and copy Lubambo Flora and she still explained that she have no idea where to direct me to because no one knows about this. She advised me that unfortunately she have to close my claim because it has to be closed, it cannot remain open without help. So it is closed.

So it seems like standard bank homeowners insurance add extra benefits on the policy just to sell. How possible is it that they add services on the policy yet no one knows about it? There is no honesty here. I will have to compare with other insurances and see ,hopefully others will be honest.