HOC INSURANCE CLAIM REJECT

Poor service from StD insurance, HOC claim logged on the 1st Feb 2021, it took a wek for an assessor to come investigate, after that there was no word from the bank, when i do call i am taken from pillar to post, it takes about 20 minutes for a call to be answer, when they do answer, u sorak to 2 different people before you can speak to the right one, only yesterday (16/02/2021) did i finally get a response from the bank, a rejection letter stating the roof was not maintained adequately, how do u prove that, i pay R750 on the Hoc policy monthly, i was not expecting such treatment, i am considering appealing the rejection.