If problems are big, they will let you down

A tree fell on our house on a weekend. I got contractors out to fix the major issues before we got more damage with the rain. I took lots of photographs and asked the contractors to give me detailed invoices. I got a mail from Absa stating that they are paying less than 50% of the costs. I requested supporting documents and now all has gone quiet despite me sending follow-up mails. What is the delay? Do you even have supporting documents?