Worst value for money insurance

We have been using Santam insurance for our home for a while now, and about 2 weeks ago we tried to claim for the first time. The tiles in our living just suddenly lifted and started cracking. To my knowledge this is part of the structure which is ensured. We now have a living room with so many cracked and broken tiles but Santam is refusing to cover it, or even cover just a portion of it. What is the point of having insurance if they are not going to assist you. I would not recommend this insurance to anyone. I would go with anyone else, which is what we are going to do with our insurance.