Disgusting service delivery

Worst service I have ever experienced. We had a hail storm on 18 November 2023 and experienced damage on our roof and ceilings. The first assessor came out and the quote was apparently too high and we were advised that a second assessor would be sent out. On 11 December 2023 I started phoning between 4-5 times a day to find out when the second assessor was going to be sent out because we are experiencing a lot of rain storms and the damage is becoming worse. Eventually on 14 December 2023 another contractor/ assessor was sent to our home and sat in my driveway to send the report immediately. Will the insurance not reject the claim indicating that we had debris on our roof and that we have insufficient valleys??!! Of course there would be additional debris almost 4 weeks after the incident was reported. Who is supposed to go clean a roof that is already damaged?? Then we would have been told we damaged our own roof and ceiling. This is really unacceptable service. On Friday 29 December, after two phone calls at 11:32 a consultant advised that the claim has been approved after receiving the revised report and claim from the second assessor and that it is in the payment phase. I was advise to phone Tuesday, 2 January 2024 to check if the payment has been made to the service provider and then get more information with regards to when the repair work can commence. Will the consultant yesterday not tell me there are no notes of this information on the system and that the claim is rejected. I am at a loss for words that a company can attempt to lie and mislead a client to avoid paying for a claim. We pay our monthly premiums, took our bond out through the same company and then just get treated like dirt.