burglary

We are staying at a security estate in Waterkloof ridge, Fidelity is responsible for security in our estate. However, There have been a lot of burglaries in our estate. I have had my house burgled twice this year, in may 2015 and this month on the 6th October. To process my claim. Fidelity is refusing to issue such a report and my insurance will there fore not process the claim if the report is not submitted by fidelity. There have been several security breaches by the company where they let people into the estate without clearing with the tenants if they are expecting any visitors. without that report the insurance company will not process the claim. why should we use a company to secure our premises if they are not willing to submit reports of how they detected the burglary. in our case the guard claims that there electric fence triggered an alarm that there was unusual movement on the electric fence. I do not know why fidelity is refusing to put it on paper that the electric fence triggered an alarm.