Insurance? Insurance for what?!

Since 2009 my aunt has had insurance with absa....and instead of making her already busy life a little simpler for a giving and loving granny and mother they have done nothing but complicate and frustrated her. Her insurance is on the home she purchase as her first time home....and being aware that we cannot foresee the future she puts her faith and hard earned money into absa insurance.....when the time came to claim there were endless issues with the same outcome numerous times" bad maintenance" how can this be her bond is with absa and her insurance the first guy didn't even pitch to complete the assesment but it bad maintenance? Her walls are cracking and leaking and causing havoc.....why can't they fix the issue????this is nothing but frustrating especially if you are paying for a service on time but when the company needs to do their part nothing but excuses are received....this is utterly disgusting.....I want this resolved now!!!