hail and storm not resolved

I am very frustrated with better about the hail and storm claim that I was told it was rejected because of poor work that was done in the past on the roof, I am a nee home owner do not have knowledge of perfect roofs, I took this insurance to cover the structure immediately after approval of my bond and ever since I never had any one to come work on my roof. I feel like bettersure is failing me because they did not come inspect the structure before they insure me and I was told that I will receive the rejection letter within 7 working days from their underwriter but so far nothing. I have been calling endless even ran out of airtime now. I went to the holidays i found my house flooded as we experience hail and flood almost every week. My furniture is damaged. I really need this whole thing to be sorted as the