Serious false advertising, Overall bad experience and bad service

I have been a client with Santam for the last 4 years and did not have a claim even once in this period. Santam increases your premium without notifying you. They say you only know what type of insurance you have when you need them, and that is when you claim. So, recently I had an incident and I had to claim and my claim was rejected. For the first time I hear that jewellery must be inside a safe and ****** from a safe to be insured and if there is no signs of visible forced entry and an item is lost or ******, there is no cover. Why do we have insurance if you are not covered for theft?