Standard insurance- how many times do we have to complain ?

January 2019 my second home where no one currently resides in was damaged by the neighboring tree. As a result to this the tree feel on top of my bathroom roof and damaged the roof tiles , and with being said that it’s my second home we were not aware. These tiles had been filled with water and damaged my bathroom basin and caused leaking, which resulted in damaged roof & floor tiles and bathroom cupboards. Upon seeing this we lodged a claim which they sent people several times but nothing was done as they said they don’t see the damages. Fast forward December 2019 while away on holiday the geyser burst open and caused water damage all throughout the house. Again they came several times but nothing was done.

My home is currently sitting with cracked tiles , lifting tiles and cupboard damages and we still haven’t heard anything. After more than 5 visits to the home. What more do you want to see to realize the damages made ?

Ref : 19/105344