Worst response from ABSA insurance

My mom is a pensioner that makes sure that her insurance premiums are paid. She is doing that whilst knowing that after that she will still be broke. I advised her on numerous times to cancel that but she wont listen. She has been doing that for years.

During the rainy seasons her roof was leaking I then remembered that she has that insurance she has been paying and then reminded her to use it. She logged a claim on 2021/06/02 then send someone on 2021/06/03.She did not receive feedback then decided to do a follow up on 2021/06/17.

She was then told that they are busy with her claim. They called her back on 2021/06/18 and sadly told that they cant help her cos it required by ABSA insurance that she must always climb go to the roof and maintain it.

A pensioner that has been payong for years without fail cannot be assisted cos according to them failed to get on top of the roof and maintain it. How? Why is always a problem when insurance companies have to help? Why always trying to get a loophole just to pay a claim? This totally unfair on our parents and pensioners