The worst communicators

I have the absolute worst insurance, Our geyser was replaced a while ago and now after 3 years we noticed the roof is leaking. As we have knotty pine ceilings we never noticed the damaged until now, as a roofing contractor advised, the damages will take a while to show. We lodged a claim initially with Alexander Forbes as that is where our policy is only to be notified that our insurance was moved to Momentum without our knowledge or being notified. They sent out a roofing contractor that only climbed onto the roof, not inside the ceiling, and took a random bunch of photos and told the insurance that our roof is leaking all over due to lack of maintenance where as our roof is only leaking above the geyser. After 3 weeks I have received no communication from them other than our claim has been referred to the rejection committee!!