ABSA - the elderly should avoid !

My ****her became very ill with cancer late December 217, and had no strength to call Absa ADHOC department to put in claims for leaking pool and ceiling board that went rotten due to leakage - bad weather over December. He sadly passed away beginning April, and we as the kids aned Executor submitted claims. My dad has religiously paid his R800+ monthly, even with a salary of R3500 - a dedicated Absa member, and ABSA has now declined both claims as wear and tear,...what is the use then of having this insurance. My fathers claim history was kept to the lowest, and never abused.....no that we are doing this on his behalf, they have an attitude of: it over, No can do. Absa is this how you stay in business. I am extremely disappointed, and will myself never make use of your bank. On top of that with a salary as that, ABSA had him on a R40000+ Credit limit????? AND now telling us it was all with no insurance...my dad was 80 years old for goodness sake,.....what Financial Institute does business like this...it is unforgiving! We as the kids are now to fork out this monies.....I have had numerous fights with them, but the Customer services is exactly a Zero, no feedback, hold on the phone forever, and you get put through to various departments....eish man - why ABSA? Can anyone give us advise how to handle this absurdness?