Unprofessional avoid claims (rejection)

I've most recently logged a claim through absa insurance as my home is bonded through absa. Naturally it seemed like fitting to consider the building structural insurance through the bank. After years of no claims, my ceiling in my dining area was affected due to high winds entering from my front door. A contractor come in for inspection and the absa advisor contacting me today to advise the claim has been declined due to installation faults. Not only was the advisor laughing on the phoning informing me of the outcome but advising I can get a contractor out on my own cost to review and provide feedback to absa the insurance company. This is unprofessional to say the least and not fitting for the content. My entire house is fitted with pvc ceiling and there has been no structural damage to the rest of the house. It seems as if the insurance company is looking for any excuse not to cover claims. I had even requested a different company come out and do the inspection, I was told to dispute the matter. If this is how absa insurance does business then I would not recommend any first home buyers or others to consider this insurance offer, inexperienced and excuses. Kindly investigate this matter.