Horrible insurance

We had a horrible experience with iWYZE insurance, my mother has been with them for over 20 years. When she tried to claim last year for a roof, we were told that the house doesn’t comply with the national building regulation and that the design is defective. My issue is, why did they let her pay for so many years for something that they would never cover. I don’t understand why they don’t inspect the house before agreeing to cover.