Unacceptable service from ABSA Insurance

Our ceiling started to drop and was pulling apart on one area. We got a private contractor to ***** the ceiling to the roof trusses, as we thought it was the nails that pulled out. When they climbed into the roof, they saw that the problem is bigger than anticipated and for safety reasons, did not want to continue with the repairs. We logged a claim on 5 June 2020 with ABSA Insurance regarding our roof structure, that seems like it's "collapsing". A building contractor came out to investigate on 9 June 2020. I heard nothing from the Insurance. I called the building contractor company about 3 weeks later, to find out about my claim. They informed me it was denied by ABSA Insurance. I then called ABSA Insurance, where I spoke to a lady regarding this. She also said it was denied. I asked her if ABSA Insurance can put this in writing, as I am going to appeal their decision. She said she will e-mail it to me, but it can take about 10 working days. It is now already 13 August 2020, and still no e-mail. The roof trusses are pulling away from each other. It is only nailed together with nails. According to the building contractor, this can be caused by expansion and contraction. This is a big safety risk for us, as the area is in our living area where we are every day. If the roof collapses with the ceiling and wooden structure, what will ABSA then say or do?