Building Insurance gone bad

I have a building insurance with first for women, and honestly I don't understand what's going on. I have recently claimed against my roof and was sent an sms stating that an accessory has been appointed. All of a sudden, I receive an sms saying that my claim has been put on hold, 2 confusing phone calls from 2 consultants. The first consultant told me that they I won't be receiving the money that I expected from my insurance, claiming that they don't cover maintenance and poor construction; without the accessories coming through to inspect. She went o n to say that they will be settling for R5000, for which they won't be charging for the excess fee. The second consultant called and also said they will be settling for R5000 minus the excess fee of R1850, which would leave me with R3150 to fix my roof, which is not enough. Both consultants said the money will be in my account in 3-4 working days. Now its day 4. Beside the money not reflecting on my account, tell me; can I fix my tile roofing with R3150, including the broken timbers and the ceiling?

I think this is unfair and unprofessional. How can a claim be settled with out proper inspection? How much damage do they think my roof has sustained?