Santam unreliable

Very bad service received from Santam, lodged a complaint on the 16/03/2022 on my lounge suite, complaint was declined because of wear and tear, then I escalated the complaint to there complaints department, reply was to review the complaint, they got an external complaint digicall to the assessment, opened the lounge suite took pictures as there was damages that was on the 11/04/2022,just to call them today and find out that it was declined again, the lounge suites was damaged by guests that we had over, the pictures were clearly taken upon opening the lounge suite,, why am I paying insurance for incidences like this,. This is totally unacceptable and sure will be taking the matter further,,, bad service!!! How can it be wear and tear if planks are broken, framework damaged... And will be seeking another insurance company for sure!!