Claim regarding carport not approved

Very poor claim experience for a second time.

Every time i put in a claim it takes 2 too 4 weeks for feedback regarding a claim and to tell me that the claim was not approved..

Just because my carport was not maintained by the previews owner now i must take the penalties regarding this..

There was a storm and my carport roof wooden balk has broken.. Now theu come with this that because the carport was not maintained properly the claim is not approved..

Why should i be penalised regarding this.

And in my house i had also some damage and they have phoned me and said they will take it up . I was asked did i give in any proove that i did fix my roof with the claim of 2016 .

And i said no because i fixed it myself.. They will come back to me and still they didn't come back to me. That is now 2 weeks waiting since they have phoned me..

What can i do now?