wripping people off their money and refusing to fix damages , pathetic service to elderly citizens

Pathetic service at MI WAY, My Parents are based in Bloemfontein and recently there was a rain fall that caused a massive leak in their bedroom, as old as they are and just as they are trying to recover from covid , they reported the leak to my mi way which they are insured under and yes an assessor was send to check and they received feedback that the tiles are rotten and that it is their fault there was a leak, how pathetic is this? and why are they then paying insurance?, this needs to be repaired as per the insurance they are paying not ******* stories from your assessor, why must they suffer and yet they paying mi way? like this is disgusting , kindly get the roof repaired or pay them all their premiums back so they can get another insurer, the policy number is ***2 and my Dad is the POLICY HOLDER ID *** AND MY MOTHERS NUMBER IS *** incase there is no response on my dad, fix this mi way asap because we heading to a rainy season now and this pathetic service/stories will not work should the damage be greater than this, Vincent Nkosi is the *********** consultant that was telling this nonsense and he needs to be disciplined as well because it seems he does not know what he is doing., my way does not care about its clients and we must clap hands? oh wow