Santam Insuance do as they please

i am highly disgusted in the way that Santam Insurance handles there claims. I put through a claim to Santam regarding tiles that lifted off my floor. They informed me that they rejected my claims because of one of their clauses in their Policy Wording Documents which has nothing to do with the cause of the claim but I think that because it is not clearly set out in the Policy Wording Document that they can now just generalise the reason for their rejection of the claim. so I am of the impression now that they can do what they want and not stick by their Policy Wording Document. The person Jo-Anne Abrahams at Santam that is dealing with the dispute also **** to the Insurance Obudsman in her email to them as to why they did not take into consideration the other two quotation supp**** due to the fact that there was no comment as to the exact cause of the damage, which is a total lie as I have a copy of the report in my hands. If this is they way that they handle claims then I surely will be informing everyone that I can not to have any dealings with a company that can lie to the Insurance Obudsman.