Conn's Home Plus

I have two accounts with conns. Both have the protection insurance"in the event of anything happening items would be replaced" as told by 3 salesmen. On sept 19th my area was on national news for historic flooding, my home flooded and is a total loss.
I filed claims with conns and weeks later get a letter stating I need to prove 1. A flood occurred 2. My home was affected 3. An estimated cost to clean or repair the furniture on one claim.
The second claim sorry conns told insurance company I didn't have coverage. If I send my original documents to prove I did they would consider reconsidering the claim.. "has to be my original documents"
I feel completely lied to. Will be speaking to an attorney.