Refusal to pay claim and get back to me

My roof was damaged by storm and the water went into the ceiling which is about to fall off as I type this review. They said the claim was rejected because of how the house was built. They didn't even get back to me, I had to call them last week and they said they are still processing the claim and yesterday when I call they say its rejected, the guy I spoke with was not helpful and he said he will send a rejection letter and I am still waiting for it. My question is, why did they agree to insure the house, when now they refuse to cover it,I didn't make changes to the house. All they have to do is give me my premiums back, so that I can get another insurance and just move all my accounts to Nedbank. Standard is full of it and doesn't care for its customers. Pay back my money