3 month claim still no action from Ooba

In March 2020 we had experienced 2 storm with one accompanying very big hail. My homes roof got damaged. I put a claim in with the Ooba as my insurer. They sent out an Assessor and after about 2 weeks I did not get any feedback and decided to phone Ooba. The feedback I got was that my roof will not be covered due to poor maintenance/ upkeep. By then I was 4 months in our new home, and before we moved in there was a contractor who came and fixed defects on the roof. I then provided them with the proof that the roof was in good order and maintenance was done as well as told them they should send another assessor for a second assessment as I do not agree with the first assessor who was clearly there just to ensure the claim was rejected. Again had to wait around 2 weeks without any response, I phoned and they sent out a contractor to come and do a report on the roof. The contractor came and gone again no response from there. I phone ooba for the I don't know how many time again and was told that the contractor that was at my house was appointed but they were yet to receive the report. It is now again 2 weeks more and and going on now for 3 months. What type of service is this I cannot believe that I have to wait this long for service. The best part is that we have explained to Ooba that it is urgent and the roof is leaking over the DB board in the house. Really pathetic cannot even keep the people who pay their premiums safe.