Valid burglary claim partially rejected – R9700 loss despite police report & urgent repair

I am disappointed by the handling of my recent insurance claim for damage caused during a burglary at my property. I am a new home owner and this has ruined my experience. My security gate was damaged during the incident and I immediately took the necessary steps to secure my home, including submitting a police report, notifying the insurer, and providing full written details of what happened.

I paid R9,700 out of pocket to replace the gate urgently as it was a safety risk. Weeks later, the claim was unfairly rejected based on a contractor's opinion that the gate was “old” and unrelated to the break-in — despite all the evidence pointing to the contrary.

This is completely unacceptable. I acted in good faith, followed all procedures, and prioritised my safety. I was not given a proper opportunity to appeal or see the report used to reject my claim. To this day, I have not been reimbursed or properly assisted. Its been since June 26, its August now.

What is the purpose of insurance if legitimate claims are dismissed based on vague contractor comments and without proper investigation?

I would appreciate an urgent resolution and reimbur*****t for the gate replacement.