unresolved insurance claim 5 months later

We contacted Standard bank home insurance in November to report roof damage due to broken roof tiles caused by the hail storm. After numerous calls to the call centre, assessors had to come out twice as there was no record of the first assessor, the damage is getting worse with every storm, our downstairs bathroom roof now leaks when it rains. According to the call centre which we have now had to contact again, the roof tiles will not be paid for as the leaks are due to no waterproofing and lack of maintenance by ourselves. They will however fix the inside damage. This makes zero sense as waterproofing and maintenance will not prevent hail from damaging tiles. 5 months later and we are at the end of our tether!