Waiting for insurance resolution for more than a year.

Our house was leaking from last year October 2023. We contacted FNB to make a claim. They sent an assessor and we were told they will only fix the ceiling, because with the previous claim we have done the repairs our selves. This was fine through the phone call. We requested that the information should be put in writing and that we would like to have a discussion witch the manager. They then decided to come up with the information that we make their rejection formal. They claim that the tree was the reason for the leaking roof and lack of maintenance. We write back to decline the statement, because the leak was not where the tree was. We were told to clean the roof and cut the tree and then let them know so that they can reassess. We did that and notified them. The next request they said we should get our own assessor and send the report and they continued to send us the same rejection statement. They sent and endor*****t statements saying that we won’t be covered until we fix the roof ourselves from their approved service provider. The offer we have been offered to do the intervals won’t even cover the cost of the damage. During this process we were bul**** verbal and they giving us hard time since we showed a concern regarding the assessor and the first person who was handling our claim. If it’s insisted that we use their service providers to do the repairs whiles they are not paying for the repairs, to me is not a fair deal. They continue ignoring our phone calls and never explain anything to us regarding the endor*****t. All the people we tried to reach out to gave us an impression that they are in charge and there is nothing we could do about it. The way we were referred to go to Ombudsman, it sounded as if they have people working in there who will Favour their case. Waiting for insurance resolutions for more than a year.