Ooba insurance claim after storm. 10 weeks to decide

Absolutely disgusting customer service. After a huge storm in April 2019 we received damage to our soak away. 4 separate engineers have visited and all have indicted that our issue is due to the storm and that there are 100’s of other households with the sameness problems.We have chased this claim up constantly with Ooba who tell us to contact Hollard, the underwriters. Finally 10 weeks later we are told that the claim is rejected because it is not covered. Why not say that weeks ago as you have gone completely against the recommendations of the professionals.