Santam doesn't pay you out!

Santam doesn't pay you out! I have been a policyholder with Santam Insurance for 10 years. I never missed a monthly premium payment. Never asked for my "no-claim bonus". It is my first time claiming. I waited two and a half weeks to hear they had rejected my claim for a house burglary, in the same time that my buildings insurer (who had no issue with my claim) replaced a front door and did repairs on my security gate and street gate. I also had an incident where someone reversed into my car. They never bothered to follow up on the third party and I was liable for the damage. Santam is quick to sign you up until you have to claim. Their customer service is shocking!