Unhappy Nedbank Customer

I have registered a claim(Ref C***) for my house that was burned down due to fire. Nedbank are refusing to pay my claim because they claim that i never told them the house is rented by tenants however when i initially bought the house it was for renting out the tenants. This is against the constitution from Nedbank because i have been paying all this years and they have information that this pace was vandalized before and they also rejected the claim and they did not even register that particular claim.