Refusing a valid claim on wrong information

i implemented a claim for my house Ito some of the beams showing rot and needing to be replaced. A contractor went out and their response was that the gutters were full and therefore the run-off caused the rot. This cannot be as the gutters are cleaned on a consistent basis. I then sent an email explaining my concern. I get feedback that the forum made a decision that the claim will be declined based on the original views. Secondly the response in my view was a clear brush off, not to the std I am used to from ABSA and I was basically told that this was final and no further discussion would be allowed. The only choice was for me to go to the ombudsman. This is not good customer service.<br>