No Response on a Claim made Over a Month Ago

My undercover parking had gotten damaged and fallen over during a storm on 16/01/2016. I had made a claim to Absa Insurance on 18/01/2016 and received a claim number: 290448. A week later they had a contractor come to look at the damage, and only after phoning them for feedback, the contractor had sent in a report about a underground parking and how nothing could be done. They then later sent an assessor to evaluate the situation. Still not receiving a response I had called them and was informed the claim was declined. Their inefficiency and lack of responsibility of their service is appalling and begs the question as to why I pay for an insurance monthly and receive no service for it when needed.