Pathetic service. Misleading.

Terrible service. I put in a claim on the 6th of march for a washing machine. I was then called and told to get an assessor out I did this and then sent of the damage report as well as quote as requested. I was then called by sharief and told that because my assessor did not state what the cause was, santam will have to send their own assessors but he will pay back the r300 call out fee(this was never done). He sent a technician out and when I asked the man so what caused it he told me his not forensics he can only see what his looking at but cant tell me why. I was realy annoyed as that was the point of him coming out. Any way, a week later I had to call santam to hear what the outcome was and I was told they sent it back to the assessor as they also did not state what they reason was. But I will get a call back the same day (this was the wednesday) I then called back friday and was told they did not get back yet. Monday I called and I was told that it stated electrical damage but according to santam nowhere in their policy do they cover electrical or mechanical damage. This made me realy upset as I called previously and asked about my policy and what my appliances fall under trying to understand if its damaged what it falls under and I was told it just falls under home contents NOTHING ELSE! Such lies. Now I'm being told apparently the agents do not need to tell you that if a machine breaks for those reasons its not covered because they dont offer it. I'm insuring my contents and I expect if it breaks no matter how, that its covered and if its not that it would state so in my contract. Apparently the contract also doesnt state this under the "what we dont cover" section because they dont offer it. This is so pathetic. How can you tell me I'm insured with my contents but all depends on how it breaks on the inside. I'm realy disappointed with this service. I was called again today, could not hear a thing over the phone, as I only got actual feedback today and I asked that an email be sent with the reason its rejected as well as how I can take this further and I'm still waiting on this email to be sent.