Insurance claim not being paid

In October we had a storm in which I then claimed as my roof tilling got damaged and rain got through and damaged my ceiling board. in that situation I got the builder to come and fix my roof he then fixed my roof to prevent further rain from entering my house. In that space I submitted a claim to my insurance Oakhurst on the 31st October 2017, no communication was received you until I followed up as they was further rain and was worried that my claim was not being honored. Then Consultant advised she had not received documents I then resent to same email address on the 15th November 2017. they approved claim of +/-R9000 which was only for material i then resent with the builders quotation. this is where things took a turn for the worst. They then sent an Assessor 2 months after the storm. ceiling had dried up but still damaged roof tiles fixed as we couldn't have open house. they come back and say my claim of +/-R37000 is not approved due to poor home maintenance but will be paid +/-R3900. When I took up my policy those are 1 of the questions I asked to the Consultant who was helping me with cover and they confirmed such damages are covered at no point was maintenance of my roof will hinder claiming process. My question is how do you insult me to tell me the +/-R3900 is to paint a ceiling that is damaged? Is my insurance not to fix damages to my home? and to prevent such from happening in future? Can I please get my telephonic conversation taking up the insurance cover please