ABSA Home Loan / Insurance Poor Service

Our homeloan is with ABSA, which also includes a monthly building insurance. A few months ago we sent a query through to ABSA regarding a damp problem, which we have tried to get fixed, but it seems there must be a greater issues. Below is the email my husband wrote after we received a rejection letter from ABSA, stating something very different. With reference to the feedback letter on my claim , I would like to dispute the result and findings. I do not agree with ABSA Insurance's response through the use of Digicall Assessing Solutions who did the assessment and inspection on 20-Aug-2018 at 10:00, and would like to get a second opinion on this matter - you indicated that the claim respect is pipes which I also dont agree with; the classification is incorrect. The assessment only provide a summary and indicates to a window (on the south side) that was leaking but this does not cater for all the damp issues in the main bedroom, the study, the kitchen and scullery, the garage and other areas in the house - so what was the analysis and findings of those? We have spent a fair bit of money out of our pockets in order to ensure that the issues are fixed and ultimately to protect the structure from (potential) future damages. This definately didn't originate from maintenance negligence - I can provide proof of invoices and work done for these occasions.

I would appreciate a second opinion because I think there is a deeper underlying issue here and I hope that from that assessment some guidance will be given onto what the exact issue(s)/problems are and how one can fix it. That was afterall my expectations from the first assessment, that basically told me a window was the cause of the damp throughout the house.

We have since sent three (26/09/2018, 12/10/2018, 22/10/2018) more emails for a response from ABSA, but have received no feedback at all. This is absolutely ridiculous, as they gave us 30days to dispute the rejection letter, which we did, but received no response at all. Such poor service!!!