ABSA Insurance customer service and rejections

I have recently registered a claim with ABSA insurance company for damages that occurred to my property following the recent abnormal storm that we encountered on the 10 October 2017. Due to this storm my roof lifted and water seeped through gradually causing damage to the wall, the window frame, the ceiling and uplifted all the paint. As a result of the walls being wet moss started to form on the walls and ceiling. Since the claim being registered ABSA allocated a contractor Dee C Projects to my claim and stated telephonically that this contractor will be in contact with within 24 to 48 hours to arrange an appointment for an assessment. This never happened. I tried contacting the contractor several times and each time on different days that I rang his number he cut the call. He never took my calls or calls from any other number. I eventually called ABSA claims department back and following a long wait got assistance to have another contractor allocated to me for assessment. I met with the contractor on the 16 November 2017. The contractors 24 Fix assessed the damages and took pictures which they submitted to ABSA. Following the assessment and four days later I did not receive any feedback from ABSA. There seemed to be no priority given to my claim despite me informing them that water is still seeping through when it rains and the window pane is about to fall out. I sent several emails through to ********** each day but absolutely no response. I eventually called them and after another long wait was given the extension for Mr Nathaniel Moreri who read out the claim response to me. Apparently my claim had been rejected and I should await the rejection letter. He promised to have the rejection letter sent to me the very next day. One week later and after several calls still no rejection letter from them. Apparently they are still typing the letter. I once had another claim rejected by ABSA insurance and they took three months to send me a rejection letter. The Reason for the claim being rejected as stipulated by Mr Moreri is that the damage was not as a result of the storm and that the damage was over a period of time. My property was just fine before the storm. Everything was intact. The walls still looked like it was painted yesterday. Since I had taken my bond with ABSA I was constrained to take a building insurance with them as well. At the time of taking the insurance they never inspected the property or sent an assessor to inspect weather the house was in a good or bad condition. Now they claim that the damage is as a result of wear and tear. I will not accept this as I have maintained my house constantly from painting to water proofing and replacing anything that went wrong with it over the years. I also had my roof painted and maintained. I spend a lot of my weekends maintaining my house and challenge any ABSA assessor to come through and review this for themselves. The insurance policy covers storm damage and that is what happened here. ABSA is looking for a something to not pay out the claim. I am sick and tired of ABSA insurance and will most definitely be handing this over to my attorneys as well as the consumer council and Ombudsman. Not only is their customer service so unprofessional, but they refuse to pay your claims and try to make it seem like it is your fault. They are quick to offer insurance but find every reason to refuse to honour their obligations. Further, the appointed assessor has to date never bothered to return my calls, or reply to my emails sent to him in order to follow up on this claim. At the moment we are at a Health and Safety risk due to ceilings and walls being damp and moss forming on it. The window is broken and cold air gushing through and is also a security risk. I called ABSA again on the 24th November 2017 and spoke to Sihle who informed me that there is no communication available for me. The rejection letter has not been drafted. I queried the reason why as I was promised the letter yesterday but nothing was even drafted as yet. He just asked me to call the manager who’s name is Steven on ********** . I tried this number several times but to no avail. Called the call centre back at 3:19pm and the voice prompt said 3 minutes before your call will be answered. I then heard my call being diverted to someone and that person just put my call back into the queue where I sat and listened to the ABSA hold music for +/-20 minutes. The Rejection letter was finally received and states that my windows were rotten and falling apart. No it was not it was just fine before the storm. There are no Bargeboards on the roof which resulted in water seeping through. Why did you ABSA not inform me that the house needed a barge board when I bought it and insured it with you? Furthermore I looked at all the houses next to mine and they also don’t have bargeboards. This is how the house were built. Moss on the wet collapsing Ceiling, there was nothing wrong with the ceiling. I had it painted about eight months ago. After the storm I noticed that the ceiling turning black and looks like it is going to collapse but you claim it was over time. Please prove it. Wear and tear happens gradually and not suddenly after a major storm like in this case.