Bad service on Swimming pool damage

My swimming pool cracked caused by tree root. I submitted a claim by Absa home owners insurance.<br> About two weeks later , IN STYLE POOLS from JHB area visited the pool and took some photos.A month later I had to phone back to find out what the progress was. They told me that the contractor ( In style pools ) suggested that the claim must be rejected because the pool is only half full and the circulation system was off line. I explained to them that the pool is loosing water and to prevent damage to the pump, I stopped the circulation system. They then told me to take my case to the Ombudsman.