Delayed response

I have been a loyal customer with absa for 17 years but now i am disappointed with the service i got from them ,i made a claim with them on the 23rd December 2021 for my roof that was heavily leaking and pouring rain inside after heavy storm that happened in December something we never seen before, they asked me to look for contractors myself which i did and i submitted the documents they required and they sent their assesor on the 4th February and after waiting for a long time for their response and with emails written to them with no response and phone calls about the follow up they finally called on the 1st of March 2022 saying that they can't cover the claim cause the problem is mantainance issue and i don't dispute what they are saying if they decide that way, but what i am disappointed about is the delay to respond to the claim more than 2 months the claim was done ,and the inconvenience done and more damage waiting for two months with the roof that is pouring water heavily unable to do anything or plan B as i was waiting for them to respond..