WHY LIE STANDARD BANK INSURANCE???

10:14 on 11/11/2019 I spoke to Masi Motaung who told me to use my policy number: SHS*** as a reference, I called to log a claim for my cellphone which was damaged in my house last night and Masi told me this is not covered, as I am only covered for Fire, Floods, etc? What has changed on my policy, Is Accidental Damage not covered, why Is this the first time I am hearing of this and what exactly am I paying for? and why have you processed and approved a similar claim I made few months ago for my tv, now you telling me a different story, What has changed and when or is this just another trick to reject customer claims, I was under the impression that my cover includes accidental damage as you have led me to believe?