Claim rejected

I'm complaining on behalf of my parents who are retired and can't keep loading R100/ R150 airtime to get through to Dial direct, and don't have access to internet. My parents had damage to their roof after the terrible hail storm earlier this year. There are huge holes in the roof, because of the hail storm and now it's leaking in every time when it rains. In last week my mother received a phone call from Dial direct to say that because the roof wasn't maintained in the last year, they won't carry the cost of fixing it.. My mom was told that one goes to the dentist once a year, service your car once a year, etc, so you should know to maintain your roof once a year. To me this sounds like a lame excuse and I would like further investigation in the matter. It is very lame to put old people off like that, and keep taking their money every month.