Absa heavy handed treatment saddens

Having paid premiums on a house-owners policy for 15 years and diligently maintained our home, we recently suffered a roof leak due to storm damage (high winds and heavy rain) which is wont to happen in Cape Town. The written claim was rejected as in Absa's view it was due to "normal maintenance" - even though they never inspected. A follow up written report by the (reputable) contractor to expand on, clarify and confirm his initial report and restate that the roof leak was indeed due to storm damage has been ignored by Absa. Today, when I yet again followed up Absa advised that we must lodge a written complaint with their Complaints Department Committee! It should be noted: - that the amount in question is below R2,000 (small but important to me as a pensioner) - our (and the contractor's) immediate and proper action resulted in the prevention of more serious damage - one of Absa's stated values are "We are obsessed with the customer" https://www.absa.co.za/about-us/absa-bank/ For me Absa’s attitude, delaying tactics, inefficiency and disconnect from their stated value (as well as other expected values such as integrity, fairness and ethical behaviour) doesn’t command any confidence in how they and their committee will handle this valid claim. It is sad really.