Dissatisfied with Insurance Claim Results!

CLAIM SUBMITTED 25/01, ASSESSOR APPOINTED 28/02. ASSESSOR ONLY CAME TO VIEW DAMAGE ON MY PROPERTY 02/02. 04/02, STILL NO RESPONSE FROM NEDBANK. WHEN I CALLED, I WAS ADVISED IT WAS DECLINED BEFORE EVEN SUBMITTING CLAIM FOR MY LAMINATED FLOORS. THEIR REASON WAS THAT ONE RAIN COULD NOT HAVE CAUSED THIS DAMAGE. MY RESPONSE WAS IT WAS DEFINITELY MORE THAN ONE RAIN JUDGING FROM THE DATE I SUBMITTED MY CLAIM TO THE DATE ASSESSORS CAME TO VIEW DAMAGES. SURELY I WOULD HAVE SUBMITTED A CLAIM PRIOR HAD MY PROPERTY BEEN DAMAGED PRIOR!!!! NEDBANK PROMISED TO SEND ME A LETTER IN ORDER FOR ME TO DISPUTE BUT TO DATE I HAVE STILL NOT RECEIVED IT. I NOW SIT WITH MAJOR DAMAGES TO MY CEILING, WALL, LAMINATED FLOORS, ETC. AND IS WORSENING DUE TO CONTINUOUS RAIN. THIS IS ALSO A MAJOR HAZARD TO MY 8 YEAR OLD AND 2 YEAR OLD TWINS. WHAT IS THE PURPOSE OF HAVING INSURANCE IF THIS IS THE CASE!!! NEDBANK IS BASICALLY INSINUATING THAT I AM A ****!!! I WAS ALSO TOLD THAT THE WATERPROOFING WAS NOT DONE PROPERLY AT CERTAIN PLACES. I PAID A SERVICE PROVIDER FOR A SERVICE, HOW WILL I KNOW IF IT IS DONE CORRECTLY OR NOT. SHOULD I CLIMB ONTO THE ROOF MYSELF???