ABSAs refusal to approve leaking roof claim

After the recent storms in October 2017, I lodged a leaking roof claim through ABSA insurance. The sent the assessor a week later who was very rude and wrote a report that resulted in my claim being rejected because what they call defects in design. My husband wrote back to ABSA noting the serious accusations made by the assessor and as it is within our right, we requested the letter of professional body in which the ABSA assessor is affiliated to and the method or the assessment used by the ABSA assessor to determine if the roof is not properly draining or ponding as from a professional point of view, the assessment should have been scientifically proven as we have never had a leak before since we have bought that house despite the excess rain we have previously experienced. It has been over a month and ABSA ignored our request which goes against customer service and the relationship they should be having with the paying clients. Upon their arrogance displayed by ignoring our complaint, we did our own research and it seems our complaint about ABSA building insurance is not unique. Almost all building claims, ABSA had rejected have the similar reason given which is defects in design/defective workmanship. This makes me wonder if ABSA is looking for loopholes for rejecting claims and if the assessor is correct, by all means can we be provided with the relevant documents so that we are able to take legal steps against the relevant bodies legislated to approve/reject building plans?

Regards Evelyn Masenya Claim no **********