Shocked and Disappointed in the poor service received from BetterSure.

I am completely and utterly shocked and disappointed in the service received from BetterSure. I submitted my claim on the 15/16 November 2024 reporting a roof leak that has damaged the ceiling and also trip the electricity switch every time there's heavy rain or a storm. This obviously means that the water is in contact with the electrical wiring. They sent out the service provider that gave them the extent of the damage. After numerous follow-up calls, no feedback and more frustration for the rest of the month while it's raining almost every week, Bettersure decided to part reject the claim and only approve a section which I did not initially claim for. I went back to them to argue this matter and during this time now already the 23rd of December, we were hit with another major storm. I got hold of them again to explain to them the extent of the damage caused by the rain and that almost every room of my house is now leaking water. They sent out the Service provider again to have a look and resubmit the quotation. followed up and even suggested that they use another service provider. Then there was the silence again and I had to be the one begging them for feedback on a regular. They had me on a call with the appointed service provider to ensure that the revised quote be submitted, that was late December and he confirm that he emailed everything through to them. I have not heard back from Bettersure since then and I struggle to get feedback. Everyday I have to call, at no point has this insurance provided me with feedback if I have not called. I called again yesterday 27-01-2025 requesting feedback and i was told that they received the revised quote and that it's waiting on approval. The lady even told me that she has escalated this matter (this is what I heared more than 1000 times with every phone call I made) She would definitely call me back today 218-01-2025. As you can probably guess, no call back, I had to call again and asked to speak to a SUPERIOR but was placed on OLD for +- 25 minutes and my call got cut because I ran out of airtime (this has happened on more than one occasion). In the mean time we are experiencing heavy rains and the damage is just getting worse. I have further requested the damage report they got from the service provider on the first rejected parts but i was told it is for internal purposes only. I have had the worst possible experience with this insurance and with the manner of how this claim is treated. I'm truly considering cancelling but will firstly make sure I take this matter further even if I have to go as far as the Ombudsman.