Absa refusing to pay my mothers claim and not willing to refund her premiums as compensation

Good Day

I have desperately been trying to help my mother claim from an absa insurance policy for a ceiling that fell on my younger brother while he was sleeping during a very windy stormy weather that took place in January 2021.

Absa has rejected stating that she needed to maintain the roof. The roof has always been taken care of to the best of our ability.I have pleaded with them and have exhausted all my resources trying to get this insurance claim paid out. I have seeked help from the brokers who seem to have understood how disappointed my mother has been and the pain and suffering this incident has caused on my mother (physically and emotionally) and they even promised to sit down and explain to her in her language. Since she took over paying the insurance after my fathers death in 2000 no one explained the the claws except to advice her to continue paying as they will help her for the gyser and if the there is any damage coursed by rain This is such an unfortunate event and really disturbing at the lack of help that Absa gives considering we have been paying a policy that should be assisting. When my mom took over the policy the person that got her to continue did not speak to her in her native tongue coupled with the fact that she is illiterate, it is obvious that Absa will ***** and take from poor and disadvantaged. This is absolutely disgusting that she has had a policy for 20 years, she is a widow, she lacks education, she has not been given an explanation on the policy and yet Absa does not care at all. Please can someone help us. She currently has an open roof and does not have any finances to repair it. She has not missed a single payment on that policy. She has spent an exponential amount of money on medical bills due to the fact that she has been getting sick from the opened roof and the psychological trauma of insecurity from theft and someone harming her. It is a huge risk to her safety and her health.

We don’t know where to turn to! she has even resorted to cancelling the policy as its no use to her. I am very disappointed and disgusted with Absa.