Home Insurance Nightmare

In 2014 we took out a home Insurance with Absa after the hail storm that hit pretoria. Last year in November the ceiling fell in one the rooms. We made a claim with Absa Insurance and they send one of their agents to asses the damages and was told they were goin to fix. After a week they send another agent to asses the damage. We were told that our claim was unsuccessful as the ceiling was not properly fitted by the contractor. We bought the house in 1994 and we were the first owners of the house and never did any renovations regarding the ceiling. My question is, why Absa didnt send any agent when we first insured the house to asses it and tell us what would be covered? After having paid so much money all these years only to be turned down. Claim no: # ********** 2*001*001