Insurance that play with words - not easy to understand if you aren't a specialist in this industry

Santam refuse a claim. Representative came to do a damage report. No tests done. Panel refused claim. Reason: not covered under policy. BUT. In layman's terms comprehensive building insurance wording confirm water damage as coverred. Exclusions do not specify rising damp, no. As customer I got professional testing done (damp level 3cm into foundation =48% and surface level measure 21%. ) Santam uphold their decision not to pay. Tiles in floors throughout entire house popped all within minutes, 8 years after being laid by NHBRC builder, three weeks after the Western Cape received prolonged / heavy rain and snow, breaking long drought. Even supp**** Santam with all reports self obtainedincluding SA Weather service report. Being with Santam 23 years, two claims submitted, never skipped a single premium. Well done Santam. 100 years in the industry. Wishing you many more. Hope you will treat your other customers better than this. My R18 800 claim would have meant alot for me, losing one client don't mean anything to you.