Yet another BAD experience through ABSA Insurance

ABSA Insurance allocated a contractor to attend to damage to my roof after a storm in 2014. After serious rains a few weeks ago, we have noticed that the roof is leaking in approximately the same place were the repairs were made in 2014. I've submitted a claim for a leaking roof, damaged cupboards and a celing 3 weeks ago.The ABSA assessor declined the appointment as they felt that the contractor needed to have a look at repairs done, however the warrantee is only valid for a year so why sent the same contractor & waste time? The contractor only came out last week. To date I haven't received any feedback.This morning I called ABSA.The consultant could not give me any specifics on the progress of my claim, merely stating all I already know.Then telling me that I need to do roof maintenance every year!(this is not stipulated anywhere).Only when I told him that I too work in Insurance he stated \I will retract my comment as you obviously know more then me\".In the meantime ABSA & the contractor are trying to find out who will be responsible for the repairs while I the customer receives the blame for maintenance not done EVERY YEAR.I will take this matter to the OSTI."