Hepstar - do not buy travel insurance from them.

I took out travel insurance with Hepstar. During my stay in Barcelona - I accidently dropped my glasses in the sea and it was lost. I submitted a claim for R2750. I gave my original invoice of my prescription glasses obtained 2/1/2019, the quote from the same optometrist for the same amount and claim form. Hepstar then asked for my travel tickets and a police report. I gave them my itinerary and explained that because it was an accident by me - I did not report it to the Spain police. Then they asked me for Photo's as proof that I indeed had these glasses and where I was wearing them during my holiday - which I send. Then they rep**** to say I should claim from my Santam policy of which I said - the glasses is not specified and I only have R1500 cover for a business all risks item and with the Hepstar policy I have cover up to R5 000 according to their policy. Hepstar then rep**** to say I should send an affidavit of why I did not report it to the police. I then gave the affidavit - only now to come back and say to me - I need to claim on my credit card insurance!!!!! I did not pay my airline tickets with my credit card - that is why I took out travel insurance.......The claim amount is R2750 with an excess of R500 - so Hepstar is going on and on for the past few weeks over R2250. My concern is if they don't want to pay out something as small as glasses - what if my husband and I were in an accident or if we had a medical emergency?????? To what extreme would they then go not to pay the claim?? Do not use this company - insurance is suppose to be piece of mind - good and proper - in good faith. But clearly this company is none of the above.