Poor Service , Invalid claim rejection

During a storm in Cape Town when server weather warnings were issued by the government , a small portion of my roof was blown off , I logged the claim with Absa , had the assessors come out and got no feedback, after calling the call center I was told my claim was rejected and the person was unable to give me the report from the assessor or written confirmation of my rejection at all . I laid an official complaint with their complaints division and have been given the run around . Still have not gotten any written information regarding why my claim was rejected , for over 7k a month in insurance , I assumed I could claim hassle free when there's a well documented storm surge. Apparently not.