Lack of response and unfair rejection basis for claim from indwe risk services

We insured our house with Indwe Risk Services underwritten by Santam and the rains in December/January damaged our veranda roofing. The claim was rejected after taking close to 4 weeks of consideration as we kept on following up to determine the status they mentioned that it with management for decision making. Their inefficiencies and insufficient coverage or poor insurance risk cannot be our problem. The question is why did it take this long. Their rejection notes were baseless as it referenced things that were not factual. We appealed and there is no response. Insurance industries have a way of flattening their own curve of paying claims by finding incorrect basis to reject claims during high volumes of claims. We cannot be paying premiums they enjoy to make profits and fail to honour claims if they fail to forecast insurance risk and reinsurance. Our reference number is ***1*001*010 and Santam their underwriting company needs to take note of this.