Yep, I agree with contacting the Ombudsman - my dad in February had his garage ceiling collapse (about half the whole ceiling area) and when the insurance company had a look - took 3 weeks to knock him back saying silly things like - "no gusty strong winds etc" so no claim!
After the Ombudsman got involved - it became err... "poor workmanship/shoddy building practices etc" - and it's a well-built 6yo home by reputable builder and almost like-new because he lives alone and that's when I got involved - got structural engineer and his company provided a fitness certificate and the rest was done by the Ombudsman
The moment the claim settled I got my dad to leave them, getting a pro-rata refund and got him a new one from my insurers
Moral of the story is: "Don't let them get away with it!"
YMMV
Cheers
Bill