Poor or misleading assessors report

I am writing to formally dispute the outcome of my claim regarding the roof leak that occurred during the storm in December, which also resulted in damage to part of the ceiling and a kitchen cabinet. After submitting my claim, I waited for 2 weeks without getting a report and only when I called Santam they told me that the assessor’s report, attributed the damage to "wear and tear." However, I believe this explanation is unjustified for the following reasons: 1. Roof Condition Prior to the Storm: The roof had not leaked prior to the storm, indicating that it was not in a state of disrepair. The leak occurred only after the storm, which suggests that the weather event played a significant role in the damage. 2. Partial Roof Leakage: The assessor's report suggests the roof required maintenance, but if this were the case, I question why only part of the roof leaked and not the entire roof. It seems illogical that only specific sections of the roof would fail while others remained intact. 3. Coverage Expectations: I have purchased insurance to protect my home and its contents from unforeseen damage, including damage caused by extreme weather events like storms. I am concerned that the conclusion of the assessor’s report is shifting the blame to a factor that does not seem consistent with the nature of the damage. If the roof's condition was indeed the cause, why is it only identified as an issue after the storm, and why was there no prior indication that it was in need of maintenance?

What is worse is that they did not even bother to call me or send the report via email to me until I called them. What kind of service is this?