Bad service

I have an insurance with Hollard however it is administered by Brolink.i registered a claim for my garage door that accidentally fell out and it could not open.the claim was registered on the 11/08/2015 the technician came to my house. He took out the door and cars were removed out of the garage, he then said he needs to replace the door its too damaged to be fixed however he will need approval cause its gonna be too expensive.The assessor was sent to my house on Friday the 14/08/2015. Around the 25/08/2015 i called Brolink to find out whats happening with the claim as there was no communication at all for a week and few days. I was then told that assessor has not submitted a report that he did on the 14/08/2015. I then called Brolink almost everyday asking them but even now there is no answer to my claim i was just told my claim is a wear and tear. The reason for them to reject my claim they say cable door snapped which its a lie.