Worst service from SA Home loans insurance

I received the worst service from SA Home loans insurance after I submitted a claim for my damaged roof. They sent an arrogant assessor who didn't even do a thorough assessment of the roof. He just concluded that it's wear and tear. Really???? Imagine a beam/wood/timber covered with tiles and it's called wear and tear. The rain probably caused the damage but the insurance says it's not. I'm taking this matter further.