Home owners miss claim

I bought a house 2 months ago and got finace through ABSA which I bank with for more than 15 years. 3 weeks ago our entire living room, dining room and partial of the kitchen's ceilings collapsed 3 o clock in the morning.The same morning at 8 o clock I registered the claim and was notified that i will be contacted in 48 hours.I contacted Absa and asked to speed up the process as it was unsafe for me and my family (I have a baby boy of 2 years )as ceilings was hanging still. A operator said that ABSA must come out te determine the cause and costs involved..I phoned ABSA again and was advised that I can do It and must submit all documentation to ABSA after completion of the work I contacted a contractor and they helped me to take out the old and fit the new ceilings the same night.The next day we finalized all the work and only then a ASBA contractor lady came out to see what happened. The contractors report specified that at some point there was water damage and not suffiecient nails to support the ceilings.I did send all my photos and report and qoute from the contractor to ABSA as requisted and today ABSA informed me that I have to pay for all damages caused out of my own pocket. Acvording to the lady that phoned me from ABSA today is that due to poor worksmanship 30 Years ago I now have to pay for the damages. Thank you ABSA you have proven today that you dont care about your client or their families