Santam ripoffs

On the 1st of August 2020 santam was notified about our television that just died on us, we phoned them and was issued a claim number or claim ID as they call it which is ***. On Monday the 3rd we had to call them again as to how far the claim is when we were told to look for a technician in and around of where we live to come and assess the television cause according to them they don't have any service providers where we live, now from my experience with insurers I'm 100% sure that, that's their responsibility to send someone out and assess the damage to validate the claim, I told them that as I just moved here I'm not even sure who or where to go to do their job for them. The Tuesday we were contacted by a consultant namely Sharief Abrahams and he asked me to send him pictures of the television which I did. The Thursday when I logged onto the santam app I got a message saying that our policy expired. So in essence they canceled our policy cause of they don't have service providers in our area it seems without notifying us, ontop of that they debited my account with the premium of August. In my opinion when I moved here I changed insurers from Standard Bank to santam and they knew full well where I lived before taking us on board. So why now do we have to struggle with a claim cause they don't have service providers here, they should've told me from day 1 sorry sir we don't have service providers in your area so we won't be able to have you as a client. So if it it is that they canceled our policy cause of that I'd like to have my premium back in full which they debited before they decided to list my policy as expired.