Santam doesn't read Customer Policy

After having been told that I wouldn't be helped by the consultant, transferred to the legal department and told that if I didn't like that they couldn't help me I should contact the ombudsman. I have tried to log my claim on more than one occasion but keep getting told 'Its not our problem' yet in my policy it states I am covered. Clearly no one reads the policy you give to customers and I'm tired and being ignored! I want to be contacted by a manager that will actually help but still waiting for that call