House insurance

We had a roof that was leaking the water was running down our bedroom wall, We phone our insurance they came out to do an assessment and we got feedback that they can't assist us by paying for it but they will gladly get someone to do it for us but we nees to pay for it. Which i don' t undersrand because its part of our building structure like its said on our contract. We had a break in 3 weeks ago the broke our security gate kicked our door open, we phoned the insurance again and they send someone out again dor an assessment the feedback back on the phone was as follows. They will be replacing our door with a neq one and all locks and our door frame and will varnish our door and we need to pay a fee a R1500 access fee aswell and that conversation was recorderd. They guy dealing with our insurance then told the company they only replacing our door frame and not the door, my husband phoned Better Life to ask them whats happening because the conversation they had with ne is a total different story so he told us that he never said that they would replace our door with a new one and put on all the locks. My husband spoke to the supervisor and he told us that is the feedback they got from the assessment, he then asked if they can email us the report he said his busy doing it while they speaking and no email yet we still waiting. This is a big dissapointment disappointment because we pay each and every month our insurance and on both claims they could'nt assist us and to top it off when we told then we are not happy we going to look at other insurance companies they told us NO PROBLEM. So i would not recommend anybody to join this insurance company they make like you are laying and they are they people that tell you things and do not keep their word.