Insurance declines but quick to take money everymonth !!!

Good day i have emailed a claim thru to Nedbank home insurance we bought our house 20 years ago and everything is up to date , now our lounge roof is sagging/collapsing but our claim has been declined ... the house was insured as we bought it, the house was altered before we bought it . I have also logged a claim for water damaged as our geyser burst this year and it looks like water damaged our walls in hallway and my sons room yet this is also declined . our cottage in back yard also water damage because of rain we fixed the roof ourselves but walls have damage this claim also declined , please can some one come back to me regarding the claims being declined as we pay every month and we would like to get these things sorted before more damage occurs