NEDBANK INSURANCE - DISSAPOINTING

I have reported a claim to Nedbank insurance, got a claim number, and an assessor was sent out to my house to see if I have a valid claim. Our pavement around our swimming pool, started caving in, Nedbank then denied my claim stating that I was not cover for substance moving? Now what I don't understand is the fact that I do not have control over substance moving, I did some homework of my own and basically found out that if i was insured through another institution I would indeed have cover for that. Nedbank said they will reconsider my claim, but yet again was denied the claim. <br> <br> My question is just: People like myself whom is not fami**** with insurance how am I suppose to know to ASK for cover for substance moving??????