ABSA HOC claims department

ABSA HOC CLAIM

We had severe storms and hail the last few months in Centurion. I had water damage and caused damages to my floors. The toilet outlet pipe on my roof seems to have a small hole that could have been caused by gusty winds and hail and the water drained via that hole into my house. I lodge a claim, and a contractor was appointed that never climbed on the roof. a few days later a received a call that the claim will not be paid due to me not looking after the roof. I was surprised as this is a complex and we painted the roof 5 years ago. I told the lady I am not in agreement, and I had a water claim 3 years ago where the toilet leaked and cause damaged and that was paid, i had to fix the toilet. I asked her to refer this and please advise. I have sent 5 emails s to Absa hotline with no response, they are the complaints line but seems we need to complaint that they are not doing their part as they should have checked and referred it for evaluation. an email rep**** to back to me said 3 working days turnaround time, this is now 5 weeks!!!I have asked for photos as well from the contractor what he took on the roof but that was never send. Seems that ABSA HOC staff are not up to standard and consistent in claims as the one was paid and the other not with exactly the same scenario. I need ABSA HOC to evaluate the circumstance and in terms of the claim and advise why they do not believe in customer service. Policy number ***