Need professional assistance urgently

So we have been at Xcountry Insurance for more than a year with our ford ranger and caravan, till this day NO person came to inspect anything nor told us to take it some where to be inspected. Our Caravan tent got damaged with the KZN FLOODS last year and December of last year we had put in a clame they told us to get quotations and we did send it to the broker, xcountry then send out a accessor, all we know is that the claim whas denied and only a photo of a piece of the mail was send to us via whatsapp witch is unprofessional there it was stated that our tent does not come standard on our caravan and also that it was not what we said with the floods so they decline the claim. After we asked for all revelant documentation to be mailed to us but to no avail. After that the broker phoned back and said they agreed to repair the tent we got the tent back today and that tent is now a disaster please help us on this money's what paid out to the people that repaired it and they don't even repair tents they are a upholstery place we tried to phone the guy to come back but he did not answer the tent is in pieces and looks like a clowns piece of cloth now we will not be able to put it up. What to do where to go from now the brokers is, Insure brokers.