Poor service delivery

On the 13 / 14 May there was exceptionally high rainfall in our area. Rain came in by our front door as well as two of our side doors. There was also rain that came in by the roof. In the 11 years that we recided in the house it was the first time that rain came in by the doors and we took a video of the house as well as the backyard as evidence as water had to be drained by buckets. We also took photos. I lodged a claim through my broker and provided the video and photo evidence. The assessor also came out and took photos. A contractor on Santams Panel came out and he provided a damage report on the roof and doors. On the report it stated that there was bad workmanship and wear and tear and that the exterior roof will not be covered. I however provided photo evidence of maintenance done and my doors had never had rain come in like this before. It was indicated that I would be responsible for the exterior roof and that the interior would be covered by the insurance. I was advised to use the contractor on the Santam Panel to get the roof up to standard or it will be completely excluded in future. I took on this recommendation and app**** for a loan to let them get it up to standard as they did not want to cover it due to bad workmanship.I paid the deposit of R12000.The balance of R5000 I must pay on completion. The roof was done on 11 July 2023 and I paid for this which I also don't completely agree with. I did enquire about the floor and another contractor was sent for a quote as instructed by the assessor. During this instruction to the broker it was stated by the assessor that there was damage that was evident from the rain of 13 / 14 May 2023 but that the floor was not in the best condition.I have it on email that the assessor admitted damage to the floor. I however disagree with this as the floor is old but it is maintained but however shows water damage after the incident. The difference in the flooring where water came in and where there was no water is evident. I provided photos of maintenance done in 2022 as well as a report. I also have before and after photos that I provided as evidence showing damage to the ceiling. The insurance did cover a table which was in the area mentioned where water came in this is an indication that they agree with the water that came in. The damage to the floor and ceiling was however excluded and similar to the table was damage during the heavy rain. There was also reported that the doors were not properly sealed and the outer yard level is higher than the area where the rain came in. When I purchased the property FNB came to inspect the property on approval of our homeloan. The extention of the property is also on the house plan which was approved by the municipality. I pay my insurance premium every month without hesitation. My premium also increased by R400 which is nearly four times inflation rate on my premium. I regard insurance as a priority for unforseen occurances like the water damage caused during the heavy rain of 13 / 14 May. I took on the recommendation to use a contractor on the Santam Panel to get the roof up to Santams Standard as it was according to the damage report not up to standard and that there was bad workmanship - which I disagree with. The roof was however not excluded from my insurance but I was advised to pay this work personally to not get it excluded in future. I was not aware the roof was not up to Santams Standard prior to this report and paid my premium believing I was covered as I continuously maintain my home - which I have photo evidence of. I did my part by personally paying for the exterior roof to bring it up to their standard after I had work done in 2022. I agreed to do so with the understanding that they would cover the interior damages which was not only caused by water coming in through the roof but also through the doors. I have email evidence from my broker that inside damage will be covered but it was retracted and I received a letter stating it was old damage over time and not due to this one event. There were damages to flooring where there is not even a roof but a brick arch. It was stated it was due to old leaks over a period of time.I would appreciate it if Santam will sort out the issue as I am a loyal client paying my premium every month and I expected loyal service and coverage when in need but this has not been the case in this matter.