All banks are insured for this kind of incidents I cannot belief that Capitec refuses

I am really disappointed with Capitec Bank. Although I explained exactly what happened at the atm where I was ****med they still are adamant not to refund me the amount I lost. The claim I was negligent and that is not the truth. My bank card was forced out my hand and jammed into the atm slot. Even though I tried to enter cancel or delete the digits did no want to word. Next moment I lost R3000 without even entering my pin or any amount. Capitec claims I was negligent!!!!!