Ceiling insurance claim

I have had a very frustrating experience with the insurance back and fro. I have home insurance with them, now the rain has ruined my ceiling its open and the cornish is also wet but still not fixed. I logged a call with them, the assessor said I didn't do house maintenance even though I didn't have leaks and refused my claim. I didn't have leaks or rain damage and on top of that I pay extra on my insurance. I tried contacting them on numerous occasions to fix at least one problem and still no luck.