Pathetic Service from ABSA Structural Insurance

I have Structural Insurance with ABSA, So there was some very strong winds and some off the roof tiles was blown off which left an open hole in the roof, this happen on the 4th of August 2024, i sent and email on the 5th and was told they cannot accept an email so i called on the 7th and opened a claim with ABSA, they sent out an Assessor more then a week later knowing the roof had a hole in it, and it was urgent, to cut the long story short, i had to repair the roof myself as the claim was rejected due to the roof not being maintained, and that is even after the Assessor told me everything looks well maintained, and this was done by looking at a few photos that was taken by the assessor, How do you maintain a roof? besides cleaning and painting it from time to time, and today is the 1st October i have not received the repudiation letter from ABSA, even after calling and emailing them numerous times. i had to get the ABSA advisor that i speak to for long term insurance to intervene and still nothing, Does my business mean nothing to them