Non payment of insurance claim

My house got burgled on the 14th January 2016 and access was gained by breaking through the front door. I lodged a claim with my insurance company on the 15th January 2016 and was told today, 10th February 2016 that because there are no burglar bars on a window that is inaccessible from the ground level (5.6metres high) the claim will not be honored. Access was not gained through this window.<br> When I app**** for insurance through a Mr. Nico de Bruin, I told him that the inaccessible window did not have burglar bars, and that previous insurance companies I was with also did not require me to place burglar bars on that window.