Building Damage

I logged a claim with iwyze with regards to my building and water damaged cause by the heavy rains we have been experiencing in the Johannesburg area, It took 3 weeks for someone to come out and have a look at the damages. they submitted a report to Iwyze, Iwyze declined the claim with out notifying me on this, I had to call them to follow up on the claim. this morning i called to report my roof leaking and the consulting said he will get Gerhard to contact me, I have not received any feedback from them regarding this and no one has contacted me. If my roof collapse or my furniture gets damaged because of this leak who is going to fix it! why do we take out insurance and pay for it every month if we just going to be declined cause they did not come out and asses the building or goods. this is the worse service i have received from any service provided. They are meant to be the best but honestly I do not think so as they do not communicate with there clients.