I am writing to lodge a formal complaint regarding my mother’s house insurance policy

I am writing to lodge a formal complaint regarding my mother’s house insurance policy. My mother has been paying her insurance premiums every month as required, Old Mutual. Recently, our house suffered damage of our home cutter. We submitted photographs of the damage and requested assistance under the policy. However, we were informed that the insurance would not cover the damage and that we must repair it ourselves. We are concerned because we have faithfully maintained the policy payments and expected assistance for covered damage.