Bad service Absa Building Insurance

My dad has a building insurance with ABSA. About 2 and half months ago we put in a claim. The claim was for a leaking roof, which has caused damages inside the house as well. After them taking their time in processing the claim they came back and told him ot was declined. Part of the reason the claim was declined was that there were cracked tiles on the roof. Now, isn't this why people insure in the first place. Shouldn't the insurance fix those cracked tiles. Anyway, he was advised that he will be sent via email the full reasons why the claim was rejected along with a procedure to follow of he wants to escalate the matter. We have been waiting for that communication, it's probably well over 3 weeks now. Last week I sent a follow up to their claims department, and nothing has happened still. Mind you, this building insurance is costing my pensioner dad R300+ p/m.We are not getting any response. So maybe through hellopeter we will start to see some action