Horrific & Bad Service

My roof was damaged due to a severe thunderstorm. I called Absa insurance for assistance. It took them almost a week to get a contractor out to look at the damage on my roof not to mention that it is the rainy season. I had to keep calling almost on a daily basis to find out when the contractor will be coming. The contractor came and after about a mere 15minutes on the roof he left. A week later I find myself regularly calling them to find out what is happening, with no luck as no one ever gets back to you. Finally I call them only to find out that they have been seating with the report of the outcome of the damage. Now they are saying they will not be paying for the damage as it was due to bad maintenance and yet this was clearly from the storm. I have been paying premiums for 4years I never claimed once and the one time I make a genuine claim it is rejected over a dubious reason from a dubious contractor who is probably been spiteful because I had reported his company for bad service. I find there way of treating customers absolutely disgusting. Insurance companies like making people pay premiums but will go to lengths to find ways not to pay you out which is really unfair. Even if you ask to speak to a manager at their call center it does not help, because you get promises of a response which never happens.