BetterSure - Worst customer service ever, denies claim without even looking at damage. Pathetic!!

Our roof started leaking in the main bedroom during the recent heavy storms in Cape Town. It has never leaked before that since we moved into the house about 6 months ago. I logged a claim with my home insurer, BetterSure, and was given a claim number (HOC***). About a week went by and no feedback or email or calls from them regarding my claim. I then called them and eventually got through to someone who informed me that the claim has been logged and an assessor would be coming soon to inspect the damage(s) etc...... Another week went by with no feedback, or update o anything. I then called them again to find out what is happening. By this time there had been another big storm system that hit Cape Town, and we eventually move all out all of our furniture from the bedroom, as the carpets were becoming damp in the corner where the leak was, and had a very mouldy smell. A few days later my 2 year old son was admitted to hospital with Pneumonia infection in his one lung. When the assessor guy eventually decided to show up, he did not get onto the roof to go and have a look at the damages. He did not get into the ceiling to inspect the leak/damages inside of the roof. All he did was come into our bedroom and take a picture of where it was leaking inside. Then we went and stood in our backyard and tried to look up onto the roof (while standing on the ground). Our backyard and the way the house is build is in such a way that it is impossible to even see the top of the roof when standing on the ground in our backyard. Not to mention the area where the leak/damage is impossible to see when standing on the ground. SO I have absolutely no idea how the assessor came to the conclusion that the damages were due to "maintainace/wear&tear". He didn't even see the area that was damaged or where it was leaking. He only saw the wetness/damp from inside our bedroom. I then first waited again more than a week , no feedback, no emails, no updates, nothing. I eventually called them AGAIN, to find out what was happening. Eventually I go through to someone who informed me the claim was rejected, and the reason stated was "maintainace/wear&tear". When I questioned this, she was unable to assist me or escalate my query to anyone. I then called again and got through to someone else who promised to email me the process and steps to follow to dispute the denied claim. It has been another week now, and I have still not gotten any email phone call about this. It is going on nearly 2 months now, and our roof has still not been repaired, I still have no idea how to dispute this rejected claim, nobody from Bettersure seems to be able to help me or forward me on to someone who I can speak to about this. Winter is still gonna be here for a while in Cape Town, and every time it rains we pray that it is not going to further damage whatever damages have already been done to our roof. Our bedroom now stands empty and closed off from our 2 year old son, and now every time there is a hectic storm with heavy winds & rain, it leaks down the corner of our (empty) bedroom. I cannot believe how pathetic the service has been with Bettersure. Can someone please help us get this sorted out.