Claim Declined - T894025

Good morning I am very dissatisfied with the outcome of my claim. The service received and the utter disregard for clients from FNB. I submitted a claim, which amounted to more than the covered amount, which I understand will not be covered in full from FNB, but to decline the claim? Why not tell me that I need to claim separately for damages? Give me some sort of solution, instead I can't even finish my sentence on the phone, just get interrupted, I am extremely unhappy, as I've been paying this policy and now I have no use for it. I'm hoping there is some work around for this, or please refund my money and cancel the policy. Regards Mrs Lucy September