ABSA insurance fail to pay

Our building as well contents is insured through ABSA Insurance. During the night of 3 January 2016 , burglars gained ******** excess to our premises and cut a hole through the corrugated iron roof. In the process of climbing into the building ,on/through the ceiling , the outlet pipe of the geyser was broken and and the whole area was flooded.The alarm coy responded and the perpetrators left without any booty..Absa appointed and paid a plumber for repair to pipes and a handyman for emergency repairs to the roof . Extensive damage occurred due to the flooding. .A contractor was appointed to remove all damaged carpets(Done) Now ABSA refutes the damage claim to Carpets/Ceiling (Fixtures) due to the damages happened accidental (I said to the assessor that it look like the burglar has fallen through the ceiling) and was not maliciously caused.Please note ABSA already instructed contractor for repairs to ceiling as well as removal and replacement of carpets.