How to alienate your clients

I put in a claim for leaking due to rain in the "cottage" in the yard. I have just heard from Auto & General that my claim is not going to be considered as I have not done 'regular maintenance' to the roof. Last year I claimed for leaking in the roof of the main house and on inspection, the assessor decided that firstly I was underinsured and the house which is valued at R850,000 needed to be insured for R1,650,000. Because of this, Auto & General only paid out half of the claim which meant they sealed the leak but left the roof with ugly grey patches of cement etc. When I explained that the leak in the main roof was actually happening after their work teams had previously repaired the roof, I was told I should have been maintaining the roof more regularly. Maybe if they hadn't used second hand tiles to do the repair the leaking would not have happened??? All in all, Auto & General seem to try to find a reason not to settle claims and my recommendation is to stay clear of that company!!