Absa Home Insurance escaping a legit claim

Commenced a homeloan with Absa in 2013 when my bond was approved - insurance number ********** 831. We are living in the same property for the past 5years. In October 2017 i phoned Absa Homeloan with a complaint. My bedroom walls and ceilings are turning black due to dampness. During my call the consultant asked me for how long was my ceiling damp. My response was for a few months. She questioned me as to why i left it for so long. Dampness doesnt happen overnight. It sets in over time. Its only when my clothes started to smell did i notice that this is really serious. Absa supposed to send someone but it didnt happen. Then in February i got a call from an assessor saying that Absa as instructed them to come assess our problem. We made arrangements and so the assessors were at my property on 13 February 2018. They took photos and found that due to the two major storms we had experienced, there was a cracked roof tile. And this is the cause of water leaking in through our roof. The storms were so severe that nearby carports and window panes broke. Our car have dents on the roof due to the hail storm that we had experienced. Plants pots were shredded. The storms created major damage. Absa said that they will be in contact. Few days later i get a call from Absa Home Insurance telling me that the claim as been declined due to negligence. We are very particular about the upkeep of our property. We are paying a monthly fee towards the insurance. This is the time we need Absa to come through for us. Everybody are aware of all the disastrous storms we had recently. This is beyond our control. Absa is trying to deviate from the issue at hand, simply because this means that a new ceiling has to be replaced amongst other repairs. The consultant told me that the claim has been declined but mentioned, if i wanted to contest this issue he will send me the documents to fill out. To date i havent recieve any documents to fill out neither have i heard fom Absa Home Insurance again. Absa we are totally disappointed with your lack of assistance. More so we are Absa Clients, having our banking facilities,homeloan,home insurance with you. Currently we are considering changing our banks and transferring our homeloan to another financial provider. Diane Govender