Bettersure

I submitted a storm claim on the 10th February 2023, the internal assessor came to the property and submitted his findings to bettersure. On the 6th March I was informed that the claim is valid and I was offered a cash settlement. When I enquired about other parts of the claim, I was informed that the matter will be escalated. I had to call numerous times to ask for feedback. When I called in again on the 10th March I was now informed that the claim is not valid. This just doesn't make any sense, basically I shouldn't have asked questions for the claim to be valid. What a frustrating insurance product this is!!