According to feedback from my broker, my hail claim was approved and the contractor (builder) advised a week ago that they will attend to their part of the claim in the new year which is fine and I don't have a problem with that.
It was also arranged that the monetary value of the damage to the deck would be paid to me instead, as I want to replace it with something more permanent.
I have left messages for Ernestina and e-mailed her, but she never returns either.
I spoke to a colleague of her today - Andrew - who advised that the part of the claim allocated to the deck has been declined. He apparently refused to give me the details of the assessor who was involved with the claim and who would be able to shed some light on this issue.