bad serivce, claim rejected budget insurance with no proper reasons

Policy number: ********** 68 contact person at budget is: ********** We bought a house this year and moved in in August 2018 we took out a house insurance immediately when we moved in. they said we are covered as soon as the first premium deducts. On 13 October there was a severe hail, thunder and lightening storm. It happened over the course of the weekend. When we woke up ,we found that our gate motor did not work, and that our lapa fell down due to the strong winds. the insurance now refuse to pay for the claim after the consulted included the lapa as an adittional cover. we requested the call to prove that we are covered and they refuse to give the evidence. we have been battling since 13 October till now. The first assesor was very rude and not interested. they have been ignoring us now. can you please assist.