Recruits you to switch to them but yet when you need a claim every excuse is used not to pay the claim out

Absolutely terrible!!! Excuse after excuse not to pay out our storm damage claim, massive rain occured for days on end while we were away on holiday returned to the house to find water marks in 3 rooms on the ceiling and my light bulb cover filled with water and my kitchen ceiling was hanging down yet their excuse is lack of maintenance! Which is incorrect and just an excuse, yet I found a clause that states that it is covered in our contract and also called in to find out if indeed it was covered by miway and the call center agent assured me that it definitely will be covered and I asked for the call recording to be sent to me so I could use it and they still haven't sent it to me. https://drive.google.com/file/d/1ihqP-yv-KjS6DXISr366TGXsSZXBFYS2/view?usp=drivesdk