They rejected my claim caused by a storm, I was supposed to receive an email about the reason and to be able to dispute, till today I haven't received such communication

They rejected my claim caused by a storm, I was supposed to receive an email about the reason and to be able to dispute, till today I haven't received such communication. Tried reaching out, my call get placed on hold until my airtime gets finished. I'm due to give birth this month and my baby is going to be born in a house where the ceiling is falling and the mat is getting rotten due to damp water the storm caused. I've never missed a single debit order to pay my insurance, but the service I get is unpleasant. I'm even considering changing insurance companies or reaching out to Ombudsman.