Worst service from SA Home Loans Insurance

On the 24th of August 2018 I contacted SA Home loans insurance reporting an incident that happened in my house, there was a break-in and furniture was ****** that includes a plasma tv, car key and laptop, the insurance send a company to come and do assessment, which when they did I was not available only my helper was there, they took certain pictures and excludes the pictures in the dining room which they claim is from an old damage, this is not true and I am so disappointed as the insurance is siding with them, this ceiling was replaced in 2015, there is no way it be an old damage, I have informed the consultant who was dealing with my claim about this and he said I must find my own assessor at my own cost, I am deeply disappointed with this insurance, I have been paying for this service for more than 5 years to be told to find my own assessor, what is the purpose of the insurance.