COMPLETE RIPOFF BY ABSA INSURANCE

I bought a house with ABSA and its covered with their insurance for over four years now and till recently I had no claim. The was heavy storms which coursed damaged to the roof leading water to leak through and damage my living room ceiling. This I only saw once the ceiling collapsed. I put through a claim and now I am told I did not maintain my roof. How do they ascertain that?. My question to them which the agent failed to answer is when was I suppose to maintain the roof if it gave me no reason too. They send their service providers whom I believe they work in the interests of the bank. I keep on phoning them at my own expense and the only answers is that they will come back to me. How is this acceptable behavior towards your customers.