Hollard Insurance Very Disappointing

We bought a house 6 months ago and the Structural Home insurance was placed with Hollard. A big part of the ceilings in the kitchen and dinning room collapsed, leaving us in a very uncomfortable position. After following up on the claim process for days, I have to contact Hollard again and be told telephonically that they are going to reject the claim. The ceiling collapsing is typically something I would take up home insurance for? Very disappointed in Hollard and don't know why I should pay a premium to make use of their services.