Continues rejection on claim but monthnthly premiums are paid accordingly

Last year my mother logged a claim for her room as our geyser had burst ,when they came to assess they said it was a pre existing problem and they won't fix it, fast forward to this geyser burst again this time pipes need replacement but yet again no they reject our claim.We are very unhappy with their service and will be canceling because we do not see the need to continue paying for something but when we need them to fix something they always have reasons as to why we should not get any assistance. Miway has the worst client service!!!!!