Poor service BetterSure Home Insurance

I have had the worst experience with BetterSure Insurance. It has been 2 weeks since the hail damage on my roof in the one room and I am told that it is due to non maintenance and then due to poor workmanship, can you confirm which is it? Because it is very contradictory, if its no maintenance then how is it poorworkmanship. We have been told we will receive an email with the report, still waiting since 2 weeks! It is very poor service, the only helpful person was Thembikile when we call. We have to call every single time nd still awaiting the email.