Repudiating a claim and ex-Gratia request

I am just so disappointed in my home contents insurer. I had a break in in September 2015, forced entry. The burglars came in through our entertainment area by breaking open the planks that held the jacuzzi area at bay. But because the windows surrounding the entertainment area did not have burglar bars my claim was repudiated. I disputed it and explained why I cannot have burglar bars there etc (the rest of the house does have burglar bars and safety gates) and that was not the burglars' point of entry in any case, they said sorry but they are sticking to their decision. I then submitted an ex-gratia request asking just for R 5000 so that I can then try and put in a safety gate separating the entertainment area from the house area, as I cannot afford it otherwise, seeing that I am a single mother, and also have to look after my unemployed mother, on top of trying to replace the most important ****** items. They still said no. I was just informed by my broker about their decision. I never even saw it on paper. Even when the assessor came out to assess the break in he said that there shouldn't be a problem claiming.