Mapfre Insurance Assistance Service, Coverage Conditions

I have been getting home insurance from Mapfre for years, and I have never filed a claim or used their assistance service. This week, we had to move, and the previous tenant didn't leave the key to the upper lock of our new home. We couldn't change the lock, and it's challenging to remove it because it's made of iron. A locksmith can turn the lock using tools like picks, acting as a key. We called Mapfre Insurance assistance services, requesting a locksmith. We made it clear that only turning the upper door lock was sufficient, and there was no need to change the lock or the key, as we had already purchased them and planned to do the replacement ourselves. Initially, Mapfre assistance services said they wouldn't cover it, then they said they would, but there was an additional cost of ₺150. We agreed. After waiting for two hours, the locksmith called on his way, learned the details, and said, "Insurance may not cover this; let me check," and then provided us with a negative response. What was initially approved suddenly turned the opposite direction. After 7-8 different phone calls, we were repeatedly redirected between assistance services and the claims unit. In the end, they informed us that it wouldn't be covered. If we had mentioned that we were stuck outside the door, they would have sent someone for free to change both the lock and the key. Despite the simplicity of the task, having already paid for the lock and key, and planning to replace them ourselves, the insurance only refused to cover the locksmith's task of turning the keyhole. Despite my long-term relationship with this company, insuring not only my home but also my parents' homes, with no previous claims, they hesitated to provide assistance when I needed it. I will cancel my policy and the four home policies associated with mine. People get insurance policies for the day they might need them, and when that day comes, unfortunately, Mapfre Insurance does not stand by your side!