Hijacked incident claim rejected

I was hijacked and the perpetrators took my card and requested for my pin with guns pointed on me, I had no choice but to give them my pin and access to my banking App.

This morning got a call from Capitec informing me that my claim has been rejected, which is totally unacceptable from my view.

Herewith my sworn statement from the police confirming the incident.

I would like for Capitec to reconsider their decision as I find it very unfair for me as a supposed valued customer.