Poor Service, Should we have Home owners Insurance

Had and insurance claim on my Property, Tenants advised that there was a water leak from the roof and the ceiling was becoming stained. Contacted Absa HOC division on the 29 October 2018 around 4.45 pm. Was given a claim number and was advised that an assessor would contact me to arrange to inspect my damage. On the 31st October received a call from company called Yellow Builders, and then his subsequent inspection of the roof, I too went onto the roof and noted that a number of the sheeting was cracked and in some places Broken, this section of the roof is approx. 12 sq meters of the approx 80 sq meters. ABSA are refusing to accept my claim as there report from there assessors, are that this damaged section is due to normal wear and tear and poor maintenance, how absolute crazy that only a very small section of the total roof had normal wear and tear. I have telephonic ally made contact with them to no avail and kept being told that there manager would contact me which never happens plus I had mailed them advising that the assessor report was not acceptable and was utter nonsense and had requested that a senior manager come and re-evaluate the damage, I also offered to drive in from the South Coast to collect there representative and take them to the property in question. I had also contacted the so called Ombudsman giving full details and expressing my total disappointment, again these persons go according to that most insane and inaccurate report of being fair wear and tear. Anybody with a pair of eyes and some intelligence will come to the conclusions that it’s not wear and tear. Trusting that this issue can be brought to a conclusion and we can all move forward, It is also always so amazing that one can never make contact with any senior management and are just brushed aside. As of today being the 14th January 2019, I am no better off, do we go to some other Insurance company after being with ABSA for some 34 years and with having two bonds and insurances with them.