Taking money from an uneducated old woman for more than 15 years and on her 1st claim for roofing she is told her house is old and its rejected

I am very disappointed at how absa home insurance has treated my old mom after paying for more than 15 years and she is paying about R5000 a year for so many years and when her cyling falls off unexpectedly on my brother while he was sleeping then they have enough time to come and take all the lovely pictures of the house detoriating to make sure they dont pay the claim and it's her 1st time claiming for roofing and if any one had bothered to come and evaluate her house and told her to stop paying soo much from her pension as the policy claws clearly states that they do not pay for damages caused by detoriating...my question is such a big company is soo good at taking money constantly for so many years without fail but do not care to evaluate and assess if they are still taking from a worthy house for their insurance I am realy disappointed and will not stop until my mom gets her claim paid out or reverse all the money so she can fix it her self ..I am even loss of words to tell her absa response that she has been paying for nothing and will continue paying for nothing especially since the house is not getting any newer