Claim takes 6 months for feedback and of course it is rejected

Absa Insurance is absolutely the worst that I have ever seen in my life. My 80 year old parents placed a claim for roof damage after heavy rain and hail in MARCH this year. Claim no ********** . SIX MONTHS later in SEPTEMBER they get a phone call to say the claim has been rejected as the roof struts are rotten. The roof gets painted and fixed approximately every two years out of their own pocket. I asked for the photos and was told that they can only get it if I repudiate the claim. Ten minutes later we get a call again to say, sorry we made a mistake, it was another claims' photos but the claim is still rejected as now the roof was constructed wrong and the tiles are not straight. The roof is fine for 28 years!! No wonder Absa Insurance has the worst name in the insurance business.