Real Living Customer Service Issues

I recently attempted to file a claim with Allstate furniture protection for our purchased recliner and sofa. The recliner is not reclining properly, as it leans to one side and doesn't fully extend into the lay down position. Despite our thorough inspection, we could not identify any visible damages. Allstate has suggested that this issue may be related to a manufacturing problem. I am seeking guidance on how to proceed with obtaining a replacement recliner for our home. In the event that the claim is rejected, I would appreciate having the agent's name or ID number, as well as any relevant claim or case numbers for reference.