claim rejection without proper investigation

I have been struggling with my swimming pool that keeps leaking water ,I have tried many things to resolve the problem by myself but with no success .I tried on numerous occasions to get assistance from my insurance ,but was advised that the insurance company will not pay out ,I struggled for 2 years and eventually an assessor was send out ,but on arrival also even before seeing the pool he was telling me how difficult it is to claim for a swimming pool, as we approached +-30m from the pool he immediately told me that he does not see a real claim ,when we got to the pool he was only telling me that the insurance will not pay for the damages which is now over R42000 the 1st quotation was below R35000 a year ago ,he then started to take a few photos ,in such a manner that showed me he is not interested in helping me only advising me to do it myself ,he then said that he will send in his report but he guaranteed me that the will not pay out ,the paving ,pipes are damaged there are also cracks no due to lack of water ,I am disappointed in all the excuses that was made even before the claim was submitted ,I have been paying my premium every month ,I will do it myself but then I think the insurance company must refund me 2 years’ worth of premiums since nothing was done to assist me ,the brokers assistant never did any thing to assist or came back to us with any feedback she claimed that she did send WhatsApp messages and emails informing us what was happening ,but we did not receive any thing if we don’t phone for progress we might have waited another year . Please assist to get proper help ,and I would also request that the assessor from Lichtenburg not to be send to me again