Claim refuse for house insurance

On 2019-06-21 I reported a insurance claim to ABSA Insurance. Ref nr was provided ***. Nvds Pro Maintenance Cc T/A Pro Maintenance (CT709 $) will be in contact with you for Claim No: ***. Their tel no is ***. Regards Absa Insurance The report was about my house roof that needed to be replace due to defect and the contractor on site informed me that it’s a insurance claim. When I bought the house I did not receive any certificates of inspection ( beetle and electric) but my bond was approved by ABSA. I have no knowledge of building inspection and recon that everything was in order because of the approval of my home loan. I can’t recall that anyone of ABSA Insurance did however inspect the building. However the roof needed to be replace immediately and then on Thursday 2019-06-27 I received a phone call from the person appointed to do the assessment. He told me he on site and that he can’t assist because he only do geyser faults and damages. I was not informed that he will be coming on that specific day. I needed to tell the contractor on site to replace the roof so long because no one is assisting from ABSA. He started that Wednesday due to the fact that bad weather was expected and it would cause more damage if he doesn’t replace it. I phoned ABSA Insurance again and told them that the wrong person came out and I was informed that they will send out the correct person. I did however received a phone call soon after and the gentleman he will come and do a assessment as he was in Paarl. Later I received a phone call from him and he informed me that the roof was damage due to lack of maintenance and beetle in the wood. According to me I’m paying monthly insurance to cover myself for these events that’s out of human control. I do not get into my roof regularly to inspect for beetles or if there no leaks I have no reason to get onto my roof. The assessment was done after the new roof was already been installed. His recommendation to me was that ABSA will not pay. I also need to add that the contractor on site workers fell through the roof breaking a arm and leg.

1. Can someone please explain why I’m not cover for the roof that might be cause by weather or events out of human control. 2. How can a assessment be made if the new roof was in place due to the fact that the wrong person was send out almost a week after I reported it and need to replace the roof to protect my house of more damages. 3. How come my insurance was granted without any inspection on my house and monthly payments were deducted. 4. If ABSA has the necessary certificates of the building. The cost involved that I needed to pay to replace the roof was R153000. Money that a normal worker do not have available.