Absa bank finding ways not to pay you!!!

I have been paying Absa home insurance for more than 15 years! Now when I claim for my roof as my ceiling is falling apart from the rain.. I was provided with every excuse in the book for them not to pay the claim. Very disappointed with such a big bank!! Taking money for 15 years and not help me when I need them. Can I at least receive a refund for all the premiums I paid as cash back so I can fix the roof as I know if it rains 1 more time every thing in the bedroom will be damaged as the ceiling is almost falling apart. I claimed in January 2023..no assistance in this bad economy!