INSURANCE NOT TO PAY MY CLAIM

Good day. We have a policy with Hollard Insurance and only claimed once. On 9 March 2024 our ceiling collaped on us at 4am in the morning. Our insurance doesn't want to pay until now we dont't have any ceiling in our room it is very embarrasing we have insurance but actually don't know why if they doesn't even want to pay the damage that was caused. Me and my child was traumitized no one expect ceiling boards to fall on you that time of te morning while sleeping. So our insurance just said NO! I want to know what building regulations they using. How was I suppose to know with what the boards was fastend with. Their was nothing wrong with the boards. So please explain why we have insurance if they will only pull up their shoulders. We have to pay premiums every month for NOTHING!!!!! I will NOT RECOMMEND HOLLARD INSURANCE TO ANYBODY!!!!