hollards ******* service

hi i have a house hold contents and building insurance on my house . Last year in the johannesburg area there were tremors which altered the slate tiles on my roof (which i did not notice immediately ) due to the fact that i have no experience in the building industry . It was only when the ceiling in my house suddenly fell down when i noticed the problem with the assistence of someone in the construction industry .He advised me to claim from my insurance as the cause was a natural disaster and the insurance company was liable to pay for the damages which the insurance company's assessor deems as negligence from my part. When this was queried with hollard they said a rejection of claims form will be sent to me. It has been a week and i am still waited for an email . The thing that ****es me off is when monthly when the debit order has to go through then it goes through. But when i claim from them then every excuse in the book is used not to pay out . Why do i need to pay an insurance premium because when i need it they reject it. Dear hollard insurance group your incompetence is really irritating please jack up your **** service and remember i am a client of yours thanks