Disgusted at Santam response

I have been absolutely horrified at shocking response from Santam . I fell on a loose mat in dentist reception rooms . Broke my rib and punctured a lung . After much medical treatment and submitting medical claims to the dentist . His insurance Santam came back saying reception waiting rooms are common area and no one is responsible. There was no protective no slip backing under the mat . Must a patient wait outside .. pre Covid .