Is it fair of an insurer to tell the client that you were negligent when you were a victim of crime?

Dear Santam. First of all I'd like to thank you for being my trusted insurer for all the years I've been with you. All my business and personal insurance is covered by you. And also thank you for never saying no to a claim. There are however things that I feel need attention: The first thing that makes me a little unhappy about the insurer is the fact that I have a couple of items on my all risk items, things like 5 mobile devices and other items, now I do not claim often, but accidents do happen and sometimes you end up being a victim of crime. Now my question is: Is it fair of an insurer to tell the client that you were negligent when you were a victim of crime? And the second question that goes with this is: Why do I have to pay an excess of R 1750 on an item that the insurer tells me is only worth R 4000?