Worst Insurance Company EVER!!!!

Worst experience of our lives. We had our ceiling collapse on us while we were at home the morning - no warning no reason. We had someone come out to assess, which took a week to come to an inconclusive report. Then an internal assessor was appointed which also took another week to come out and then another week later a telephone call to say sorry we are not allowing the claim. I told them I want it in writing so that I can take the matter legal - till today I have received nothing. Every time you phone, you hold on for ever to speak to a consultant which then refers you the manager and then the line gets cut off. I have sent numerous emails and not getting any proper feedback. We had to live in this house with no ceiling (+-70 square meters) and my kids had to go for therapy because we have to look at the big hole in our ceiling every single day - the same ceiling that came down on my kids. Please don't use this insurance company - they are very good in collecting their monthly debit order and then not pay out any claims when needed. Will definitely take this matter legal.