Absa insurance *****s your money

My fiancee has been with Absa insurance from 2007 we had a house breaking we never claimed and all payments were up to date..now they came with the story they cannot pay us out for our household stuff that has been ******..they say in 2005 there was a claim with auto and general for two cameras Wayne did report a housebreaking but the cameras was found and returned to Wayne so he never claimed anything and withdrew the claim they never refunded or replaced wayne for it..now when he took out insurance with absa they didn't follow up with previous insurers just started insuring him from 2007 till now 2019 now they refuse to pay our stuff out..they have not submitted any proof of documents from auto and general this leaves us frustrated and so disappointed please help