Undisclosed loopholes

I bought a house where SAHL funded me and I took insurance with their insurance company. Almost a month ago I encountered a problem with roof leakage due to rain. I logged a claim on the issue, they sent someone to come and assess the problem. Instead of them assisting me to fix the problem, they decline my claim saying that I don't meet requirements, actually I don't even understand because on the policy they sent me, it says that the roof is covered on my contract. If there is someone else who has encountered this problem, please help out because I somehow feel that this is a racial issue.