Pathetic service

I was affected with the hail storms last year. I'm totally disgusted with the service Im receiving up till now. Every single thing that needed to be repaired was an issue. The guy's that assesed my skylight submitted a report saying that it's not due to hail damage, then Kogetso who is in charge of my claim came through to my place on the 11/01/24 to assess for herself. She took pictures and said she can see where the hail damaged the skylight. I tried calling Kogetso several times to follow up thereafter with no success. I called the call center as well and they always say someone will get back to me and that never happens. I called in yesterday and spoke to Thuli she said that she will follow up with Kogetso and get back to me, that did not happen. Today I spoke to Phindile today and all of a sudden now on the system there is feedback that was apparently done on the 17th of this month saying that it will not be covered by the insurance. I don't understand how this is not hail damage when you can clearly see it and it was also confirmed by Kogetso. Claim no 23/094413