PSG not honouring their promises

The pressed steel ceiling in my bedroom collapsed on Tuesday 26 June sometime during the morning when I was at work. It is still partially hanging from the roof. I immediately lodged a claim with PSG Assist who sent a contractor the same afternoon to inspect and give a quote. He found that previous plumbers sent by my insurance (also via PSG) had left a hole in my roof causing extreme water damage due to rain. I had to vacate the room as it is firstly very unsafe as the whole ceiling can collapse on us and secondly a health risk due to the open hole in the roof (and it is winter now after all). They sent out an assessor to my house on Monday, 01 July who submitted his report on 03 July. Since then, I have had no word from them and I have to keep following up from my side as to the progress of my claim. I was eventually told last week that the insurance (Hollard) refused this claim as it ""... is not caused by storm damage and they cannot take responsibility for the plumbers damage" and that my claim was sent back to PSG Assist to investigate/enquire from the plumbers that were sent out previously. I was furthermore told that I should take remedial action in the meantime, but I advised them that I do not have the financial means of getting this fixed myself - that is why I have insurance. I am now 'living' in the lounge for the past month, as my bedroom is a safety risk. After numerous empty promises, PSG must own up and take responsibility for this ***** up. I have been a client of PSG for many years and expect better service and less empty promises.