Hail damage

I had a hail damage claim, and was told it's maintenance related. According to Santam assessor Noloyiso Bisho hail cannot damage a roof. Not sure how she can say something like this, as all the roof companies I called said the opposite. Even Google knows more. I requist Santam via my broker to urgently re assess my claim, as the report that I received from a private roof contractor stated clearly that maintenance was not the issue, and hail was the cause of damage. I need assistance from someone in a senior position to assist me asap, as this case are dragging for weeks.