Unsatisfactory and bad service

SA Homeloans Ref ********** I would like to report a bad and unsatisfactory service that I have received from SA Homeloans Insurance which I have been for more than 15 years. Last year (2017) my house based in Eshowe, no15 Milkwood Road, Mpushini Park was burglared a day after the Umlalazi people came in and install the electricity prepaid meter. All copper pipes that supply water into the house which were installed right round it and taps outside and inside were ******. A claim together with case number was submitted toSA Homeloans Insurance which took them sometime to respond. While the claim was still with them their service provider was sent to give quote and in that mist service provide told me that his claim was questionable which he told me he had review and was sent back. I had to wait still for the response for some months after which it was turned down to say the insurance was for the structure not the pipes, again another reason came after to say in fact it was a recording that came which say I said no one was staying in the house. This happened when I had requested Legalwise to assist me fighting back. There was also an involvement of Ombudsman because I realise that Legalwise is failing and they themselves could not assist me as well. This is clear to me that SA Homeloans does not want honour this claim. Firstly they said it's only the insurance for structure not pipes. Secondly they are saying I said on the recording there was no one staying in the house for a period more than a month. Yes its true at the time the pipes were ****** there was no one at the house at the time but there someone who was looking after the property. Hence the people from municipality were able to install the prepaid meter. That is why I'm saying they are refusing to honour the claim and there's no concrete reason why. They are giving excusea after the other. Yet on the other hand I'm paying for the insurance including bond account monthly without fail. I am so frustrated, stressed and unsatisfactory about such conduct. My house has been out of the pipes and taps for more than a year now. This is an unfair treatment and disgusting service to receive.