Worst Service Ever!!!

We would have given a lower rating if there was an option. A fire broke out at our house on 12 June 2020. The garage was damaged by the fire and our laminated flooring by the fire department waterhose. We reported this on the 15th of June 2020 to the insurance. The assessor and contractor came out in the same week for assessments. In the week of the 3rd of July we were informed by the insurance that an independent investigator is appointment for investigation. The investigator came through for an investigation. She recorded us without our consent - if we did not notice the device we would not have known. The chimney champ (smoke extractor) and cement was removed by her off the chimney - it was not tidied afterwards. After this we received minimal feedback from Sahiem who was appointed for the claim by Auto & General. We contacted him regularly for an update but he was mostly busy and this message was conveyed by a third party. On the 23rd of June 2020, we were contacted by Sahiem late in the afternoon to inform us that the claim is rejected. The reason given was that the chimney was not built on specification and that we are acting outside of their policy. We did not notice this specified clearly in the rejection letter. We notified him we will not leave this there and will take this further. He requested us not to do this and that they will resolve this internally and that a manager will contact us on the Friday. No call/feedback was received since then. We are sitting with following damage and left lingering for longer than a month and a half: - Damage and repair cost from the fire - Water damage from the fire brigade - Damage caused by the investigator - Fire bridage costs