ABSA Home Insurance

I’m so dissatisfying with the treatment that we are getting from Absa, we bought a house through Absa finance and when **** hits the fan they are telling us that they can not assist. On the 6Dec the weather was very bad with hail storms and due to that our berea wall fell and we put in claim. We kept calling wanting an update on claim and keep telling us that they received quotations from different construction companies, just yesterday they said our claim was with the back office people and today when we call them they keep taking us from piller to post. 30 min ago we received a call from Absa saying that they will not be able to cover our claim because there were no hailstorms reported on that date that we submitted and they will not cover us. Mind you our neighbor who is white also put in a claim for the same problem that we had and his claim was approved without any hassle. Why do we have to pay a home insurance if we are going to be treated like second class citizens.