Unsatisfied and terrible service with a claim

On 20 October 2024 a hailstorm hit Secunda leaving multiple homes and shops in the mall with significant damage ranging from collapsed roofs and ceilings to water ingress. We had multiple leaks and significant water ingress between the wall and the corniches of the TV room, Dining area and Kitchen. Various ceiling boards need replacement and paint on the ceiling and walls. A bubble also formed in the TV room where water ingressed between the Cornish and wall paint. After notifying Dotsure about the incident the day after, we were asked to obtain a quote and damage report ourselves from one service provider of our choice. Due to the amount of work in and around the Secunda area, we were only able to get the report from the service provider on the 26th of October after which we immediately sent it through to Dotsure. In the meantime, the original claim had been closed by the insurance company and had to be re-opened. On the 6th of November Dotsure requested additional photos of the roof, gutters and the damage to the kitchen, which was provided. On 21 November, Dotsure sent out one of their assessors to also provide a report. The assessor picked up and mentioned that the roof is in good order and well maintained. Measurements of the ceiling boards were taken to determine total repair and paint required. After various attempts to get some status update on our claim we received a call informing us that only a partial payout will be made for the repairs of the damaged glass on our sliding door, but that no further payout will be made for the repairs of the internal structures of our home, as the "gullies are seemingly too narrow and the roof in good standing/order". According to Dotsure, the damages suffered, was not as a result of the storm, despite us having provided them with videos and photos taken during the storm and the damages thereafter, which they can correlate with the respective date and time stamps thereon. We are disappointed in the service received during this claim and the outcome thereof. Notwithstanding all of the supporting videos and photos provided, it was not enough (according to Dotsure) to substantiate the repairs required. Initially when we took out our building insurance, they were just to happy to provide a quote and monthly premium for more than 3 years with no claims up to now. I look forward to moving to another insurance company in the future that does not only take your monthly payments, but actually assist where a service is required / needed in an insured event where damages were suffered.