Still no feedback

Today i called for the 8th time. I spoke with Phunudzo who i explained my situation to. She told me then they will have to pay me out. i told her that it was fine. I have however decided against being paid out. I feel that we are then left with all the pressure on us. Whereas if your accredited company messes up, we have a back up. I just want to know why the company you sent out does not do tiling on roofs. This is where our issues are coming from. The broken tiles on the roof. We are now sitting with a weeks worth of rain on the way, and we they say they can only come out on the 26th. The contractor advised us they are only fixing the inside ceilings and the cupboard and the wall that fell down. the wooden floors in my office as well as inside my cupboard are completely ruined. This should also be covered. I would like a full breakdown of what this "contractor" is being paid to fix and i would also like to know WHY they are not going to fix our tiles on our roof? Surely Standard Bank insurance cannot have so little interest in their clients to just expect us to sit back and be taken for a ride? i pay my premiums every month without fail. Now I am wondering why....