short payout

My policy was wrongly updated I had moved from one house to another . I sent an email requesting that my address be changed. Which it was but I never updated the security details only because I wasn't aware . But the frustration comes now . My house was broken into through a sliding door that does not have security bars and on my policy it's updated that i have them. When questioning this, I'm told it is not their duty to update the state of my security, but they marked it yes yet I never said I have security bars in this house and why update that as yes, why not no ,or not updated . now I'm paying an excess of R5000 and am told I'm under covered, that's not right I'm under covered when I should be payed. I'm only receiving R11500 instead of plus R50 000.