First for Women doesn’t want to pay my roof claim with building insurance

We had severe floods in Uitenhage on the 1st of June 2024 that damaged my home. The roof was leaking and the water broke down our back door after removing our fence. On Monday the 3rd of June 2024 I put in my claim for the building and home contents insurance. The building assessor or agent came on the 7th of June 2024 around 18:00 to do the assessment and after doing the house took his ladder to assess the roof but he said he couldn’t go up the roof he was scared he might fall off because he could see some of the sheets were moved by the wind. When they sent me the settlement email they said they will pay me for the door, fence and garage door. The roof was excluded by the assessor. The reason he gave was that the roof was damaged a long time ago. They advised I lodge a complaint which I did. I am still waiting for feedback. With Ombudsman as well. I have had this policy for +- 3 years I don know why I wouldn’t have made a claim if I had roof problems. The claims agents I have been leaving messages for 2 months with no luck. I don’t understand getting new furniture while the roof will still leak again if we were to get heavy rains.