MyWay claim

Good day, My name Is Lucia , and I live in Turffontein Johannesburg. On the 25-12-19 we had a break-in and they took our valuables, we called the police which took statement and later sent the forensic for fingerprints. On the 25th we called MyWay and we were advised that its a holiday we can only be assisted on Monday after Christmas. MyWay sent an assessor by the name of Roxanne to asses the property, Roxanne advised us to provide her with all the list of ****** goods and we did, she also advise us that she will need the proof of purchase which we provided as requested. Yesterday she advised us that they will pay R10 000 for the ****** keys instead of R14000 as per the quote, I did ask why are they only paying portion of the quote and were advised that we will pay the difference. Today the 17-01-20 they called my husband advising him they wont pay the claim instead they will pay our premiums back, I feel like this is a day *******. the reason for them not to pay us its because we have tenants. please HelloPeter kindly assist me.

regards, Confused client