any answer to reject a claim

My experience recently when lodging my claim of impact was a bitter one from the onset. Santam has rejected my claim twice and has based it on 3 differents outcomes. they have violated every single TCF policy. they have been dragging this on and on only to give an answer that was worse of than the first one. its heading for 2 months now and I am far worse of. My policy states I am covered for impact damages caused by wild animals and i logged a claim saying ******s have damaged my roof tiles and the call center agent logged it as wild ******s and in the first rejection they said it was a human that caused it and now in the second rejection they saying its not ******s but ******s didnt bother to answer half of my questions on my two page letter. I am just done with santam. they have left me in a far worse of situation i now have roof leaks and this is so awful