bad service, lying to me for 4 weeks

On the 2nd October 2015 my front lapa that's attached to my house set alight and i phoned first for woman immediately. After holding for about 10 minutes while they put you through from one person to another the lady i spoke to told me to phone her back when the house burns down then she would lodge a claim. i asked her if she would send the fire dept or if she could help me and she told me it wasn't her job. on Saturday the 3rd i had to phone back for a claim number as they never contact a person back. On Monday the 5th October i phoned again and spoke to Philenda because my contract showed that there are no lapas attached to the property and i have 3. She told me if it has walls its not considered a lapa, even though it has a thatched roof.. id already been with first for woman for 2 years and i know that i told them i had lapas. On Wednesday the 7th October the excessor by the name of Pierre came out and viewed the property and noted the lapas. He told me that there wouldn't be any problem as the neighbor behind us was responsible for the fire. on 30th October a person by the name of Eldridge told me that the claim was rejected because i never mentioned i had lapas! Pathetic