Worst insurance company ever, stay away from them.

I'm so disappointed with Santam insurance.On the 11 March 2021 I called the insurance to find out if my swimming pool its covered, because the water in my pool was dropping badly. The Santam insurance consultant said yes the pool its covered then I asked the gentleman to send the assessor to come and assess the pool, the gentleman said they don't have people who come and assess the pools I must get the pool specialist to come view and assess my pool and provide the damage report. I did get the specialist he provided the quotation and report, then I forwarded the documents to Santam. On the 15 March 2021 I called Santam to check if they have received my documents for the pool, the lady by name of Gugu she was rude and just told me the pool its not covered only the pool pump its covered before she could give a chance to explain why I sent the documents. I asked her to transfer me to the cancelation department where I spoke to another lady who said Gugu was not suppose to say that, she was suppose to give me a claim number then the claims department are the ones to reject the claim or approve the claim she then transferred me back to Gugu. Gugu then decided to hear me out why I sent the documents in the 1st place I then told her I need the call records of the 11 March when I was told the pool was covered. Gugu said she will request the call records, I asked when will I get feedback regarding the call records she said she will escalate to her superior, however she will sms me a claim number, she never did.The following day I contacted Santam regarding the claim number and I was provided with one. Few days after I contacted Santam and spoke to Felicia Toll who was assigned to process my claim, she told me the pool its only covered if there is an explosion, fire and earthquake. I told Felicia to give me a call the following day because I wanted to go through the policy wording. Felicia didn't call me as I asked her to but I called, and I told her that I went through the policy and my building is covered under subsidence which also includes the pool. Then all of the sudden Felicia said she can send a pool specialist from digicall to come and assess the pool, and asked Felicia why didn't they send their pool specialist before hand because I asked them to, she couldn't answer. Then I got a call from Tanya from the pool company arranging an appointment and Tanya told me I must fill up the water in the pool. The day of the appointment the guy came and just put the ink around the pool light, nozzle pipe and on the crack that was visible on the side of the pool. I asked him how will he see the cracks down in the pool because the pool was filled with water and he said he will just note it done. A day after the assessment I called Felicia then she said she received a report from the pool company and she told me that the pool its not covered because it's wear and tear. This is worst service ever, I'm paying my monthly insurance for what exactly if I can't claim what is said to be covered. My experience with this is that Santam is always looking for ways not to pay for the claims. I'm going to the Ombudsman with this one. I cannot be treated like an idiot and illiterate.