Building Insurance

I had a building claim where my roof sagged in and the insurer is ABSA insurance. My claim was declined on the basis that the cause of the sagging was broken roof trusses. So I told them then I suspected their contractor that came to replace the geyser could have been responsible as they did not take out the geyser directly from where it was however exactly where the sagging was. So one could not see this immediately however with time. We logged queries since 2017 and was ignored this is despite providing both email and telephonic contact details. So finally in 2019 after making noise to the alright people including the office of the CEO that was when they came and did the assessment. The claim was repudiated on the basis of incorrect roof truss spacing according to their set standards. My question is how can you have set standards when these trusses support different structures and are supported by different structures? How should I have known this should I have gone into the ceiling and checked if so why did their evaluators that evaluated the house prior to them financing the house not go in to check? I have been dealing with a lady by the name of Mapule from the office of their CEO complaints that I now perceive to be arrogant and conflicted. She does not want to listen and put issues into perspective however always very defensive. I have had to do the repairs from my own pocket as the structure was losing serious and near fatal risk. I sent a formal complaint to their complaints department only to be responded back by her in a very arrogant manner. I intend of taking the matter to the Ombuds. I have asked her to confirm if her response was the official final response from ABSA and have not heard from her. The level of the incompetence I experienced is scary and don't wish anyone to experience it. Just imagine old people and those not so informed. I am very disappointed.