SA Homeloans Insurance Shocking Service

We had heavy rain and it damaged my ceiling in my house. I proceeded with a claim from my insurer which is SAHomeloans and I was met with: "I do not believe you and you need to send us proof of damage repairs" which occurred 1 year ago also with heavy rain and a very small claim I might add. Then I received a rejection letter addressed to : Dear Mrs FN Moleleki & Mr M Moleleki and my surname is Wait and they are talking about gutters that was never cleaned etc. I tried to contact Darshen Naik and was just ignored. I need someone to phone my husband urgently and explain your incompetence to deal with a claim.