Nedbank Home Insurance not helping

We have been living in our home for about 12 years, that we bought through Nedbank, our building insurance is covered by Nedbank Home insurance with that being said we recently (6 November 2020) had major storm damage to our roof (sink roof) & obviously the ceiling & walls inside, i phoned to place a claim 7/11/2020, we got called by a Nedbank appointed contractor who very umproffesionally told us 2 weeks turnaround time after Nedbank said 48hrs, this said contractor couldn't give us any company details, i told Nedbank I'm not prepared to wait or have someone that unprofessional on my property, they said i can contact my own supplier which i did, sent through quote & waited, eventually i contacted them to be told i must send photos which i did, waited again then called again to be told an assessor will come out as quote is higher than subscribed amount, assessor came, told us he will approve inside damage but not outside roof, due to roof drop not being 7° but only 4° which is apparently not standard practice, how did our building then get insured 12 yrs ago without this issue being highlighted to us as new owners, i have phoned weekly sometimes 2 days in a row, sent from pillar to post, i wrote down every persons name, date & time, yesterday 2 December i phoned 2 timez, first time after 25min got cut off (or hung up on) 2nd time 15min to be told, yes only the ceilings are approved, i have yet to receive any communication from anyone at Nedbank, if i don't phone & follow up nothing happens, its unfair to expect monthly payments on time all the time but when we claim we get a total run around, it has been raining almost daily with our ceiling just getting worse (black mould in certain areas) yet no assistance, not a happy client