Declined Insurance Claim

We have been paying for house insurance with iWyze for the past few years. When the season of rain started, we realised that the house is leaking water and i had to put buckets to catch the water coming from the house. We then put a claim with them and other challenges of the house, like a roof falling on the side of the house, windows and leaking pipes. They sent their assessor, and he submitted the report. They did not come back to us as promised and we then made a follow up, only to be sent from one operator to another. Eventually they told my husband that the house is too old and has been under insured, they want to increase the instalment. We have been giving them our money without fail and now when they are to return it in a form of supplying service they are giving us excuses. We have requested a letter from them refusing to cover us and we are still waiting, as we wanted to take the matter forward.