Need to follow all the time

Building Insurance - My roof is leaking a contractor came out and took photo's where we showed him where the problem is he did not know where the leaks and problems of the roof was, he mentioned to us the damages is because of Hail and the big storms, he provide his report to Ooba Insurance/ Hollard insurance and said to us that he can see we maintained the roof properly, since then I had to follow up on my claim all the time they do not inform you what is going on. Today when I phoned they told me they gave the go ahead to the contractor JUST TO DO the ceilings not the roof where it is leaking and damaging my ceilings, it is our responsibility to do it out of our own pockets WHAT IS THE USE I HAVE BUILDING INSURANCE. I have ask Nonhlanhla that the insurance need to pay me out I will get my own contractor to fix up my damage claim she informed me that THEY DO NOT PAY OUT and I need to submit the quotation for my contractor to fix up my damage claim this is the first time I hear about this of insurance company, I am not very happy with the service I am receiving and would like a manager to phone me I want this pay out to fix up my damage claim and not the insurance contract