Nedbank home insurance is a ****

I have home insurance through Nedbank. My fence recently fell due to the recent heavy weather in Capetown. When I claimed to Nedbank home insurance, they informed me that my floor was meant to be paved. According to them, the collapsed wall was caused by the fact that it was not paved. When you join, however, you are never advised to pave the floor. Nedbank is a capitalist; they only want to ***** from us, but when you need them, they always have something to stop you from claiming.