ABSA not approving hail damage to roof

On the 9th of October we had roof damage to our thatch roof, due to heavy rains and hail. After sending out a contractor to do the assessment we were told that the claim is not approved due to it being a "maintenance issue" and not hail damage. So the roof leaked at the time of the hailstorm, which inevitably relates to the unforeseen damage. Furthermore, we bought the property 9 months ago with the understanding that the roof is not leaking. During the period from buying the property and the 9th October there was very little rain, so we could not foresee that the roof was leaking, hence was not aware of any so-called "maintenance" to be done. Being a thatch roof it is very expensive to fix the damaged roof, and we do not have any recourse??? Should ABSA Insurance Company not be held responsible for unforeseen damage irrespective of hail damage or otherwise? WE ARE BEING CHARGED A PREMIUM FOR OUR THATCH ROOF as this is high risk according to their insurance policy. It is far too easy for the insurance companies to fall back on "maintenance issue" and passing the buck back to the consumer. We were not even afforded an assessor to come out and inspect the roof!!

ABSA Insurance Company is disgusting in the way they are dealing with their customers.... pure theft of premiums without taking responsibility for damages to property!!