Poor customer service

Santam made an unforced mistake by stating that the roof of my house was non-standard. Policy has been in place for about 1 year. Incorrect entry cost me about R200.00 per month. When contacted, Santam offered me a refund of the excess premium for the period since the error was reported to them. Apparently I should have known when the policy was issued what a non-standard roof is. But I don't know what it is. Is it thatched? Or with skylights? Perhaps if Santam had explained at the time why they felt it was a non-standard roof I may have been able to identify the error. Santam made the error, but they refuse a refund. Shoddy service. Don't go to them.