Unfair decline for claim

My mom is a pensioner she has been paying her insurance for years , she once claimed for a geyser that burst and then Absa sent someone to replace it. Years down the line her ceiling is now falling apart, naturally she now wants to claim from Absa insurance, they declined the claim in the basis of that when the geyser was replaced years ago those people should have also changed the ceiling.How was my mom supposed to know that the ceiling was supposed to be changed at that time, now Absa is not taking responsibility but blaming it on my mom saying she neglected the ceiling. Absa Insurance Company Limited Please do better.