Not being treated fairly

I registered a building claim on the 8th January, due to the storm water was seeping through the door and underneath the door. A contractor was sent to my house the next day to assess. I showed him the door and a video I took while it was raining, that showed the water seeping through the door. The contractor then told me that he doesn't see visible damages but he can see from the video what happened and said the door is strong and the vanish helped minimize. He then said he will let the insurance know and then they will get back to. I got a call yesterday only after a week from a lady(was busy to take a her name) who didn't know what she was talking about. She said my claim is rejected due to maintenance and that it rained vertically, I asked her how was that possible as the house is a brand new house(new development) and I have been living there for about 11 months. So how could it be maintenance? She then showed how *********** she is by saying that they were not aware that it is a new house, but from the pictures of the door it looks like a maintenance problem. A bit concerning that Nedbank who helped with the building loan and approved the house were not aware that my house is brand new. As I mentioned I was busy at work and couldn't really argue with her, after saying that there is no damage, the video shows the water coming in and according to me storm is an insured peril. I am not being treated fairly in this case, the damage might not be visible however when it rains it is evident that there is a problem which will continue. I suggest you replace the door or come up with a solution. I am covered for storm damages and unfortunately I cannot tell God in which direction He should make it rain. Please advise me urgently what the way forward will be, in case I need to refer this to the Ombudsman.