Claim declined based on reasons that don't make sense and rude consultant

On 7 September I put in a claim for a lost ring at work with TFG jewellery insurance. Basically a ring got lost in my office- as result of leaving the office to quickly go check something. The door was closed when I left the office. There are employees that can access the office as there are systems in my office. By the tone of the consultant on the other end, I could hear that he was going to decline the claim. a month later, I had not received any correspondence from the TFG jewellery insurance department. I then decided to call in last week to follow up on the claim. Today, the very same rude consultant I spoke to regarding my claim called. He tell me that he apparently sent a later on 12 September, which I haven't received to tell me my claim was declined (It is indicated that my preferred channel of communication is email). I ask for reasons and he tells me that because the ring was at a public place. How is an office a public place? how does TFG employ such rude people as consultants? he then proceeded to mute my call as I was enquiring about the claim- telling me that he wont talk to me any further. I am very unhappy about this. I also do not understand why was the money again taken when they know that they declined my claim for a lost ring. And according to you, what do you consider lost?