Incompetence and Insurance Claim

On Saturday 12/12/2015 the ceiling in my unit at Helloise complex started to decent and by the afternoon the ceiling panels had collapsed. So on Monday i contacted the Trafalgar office and informed them that the ceiling had collapsed and they first asked was it the geyser or water damage and i said i no it collapsed. On Monday afternoon i was informed that CIA insurance company that they used had rejected the claim stating its not an insurance claim. I requested a copy of the policy and rejection reasons in writing i was informed that i need to send an email requesting those. 3 phone calls later and my emails returning as undelivered, today on 17/12/2015 i am still awaiting any response. It is clear that there is a mutual beneficial relationship between trafalgar and CIA insurance. Notwithstanding that they were supposed to install water meters on 11/12/2015 and residents had to insure that someone was at home but the installer was a no show, we were then informed they are coming on 16/12/2015 on the public holiday yet again the installer was a no show.