Absa Building Insurance is really bad

Absa Building Insurance is really bad. This is the second time I am trying to claim from them and the 2nd time I have endless issues with them to resolve a claim. I am trying to have an alarm repaired that was damaged during a burglary but they keep telling me the alarm was damaged before the burglary or that it was never activated with an armed response, the former being incorrect. The latter not being a requirement in their policy, yet they want to insist on it. I tried calling them since end of March and no one contacts me back despite promising so. Today they finally got the person assigned to my case, Kevin Du Plessis, to contact me, but he only does so via email, despite me asking 3 times that he call me. This after I had to call them numerous times. And all I get as a response is that my claim is rejected. How is this at all customer service?