Nedbank **** insurance?

during the recent 1 week rain we noticed that we had some water coming through the water fixture. We immediatly called our bank insurance to have it resolved, an assessor came and concluded that the reason for the leak was due to maintenance. We have not occupied the house for more than a year and "we" are expected to fork out money to repair the home, why do we pay insurance if these types of things aren't covered? So we only get covered if a tree falls on the house? is that the only thing you cover Nedbank?

We've had rain before without any issues and only in the last week we found the issue. Surely this is something you are supposed to cover?

Can a manager please call me to resolve this, I dealt with a woman who was beyond speaking to- I understand she was following a script but common, you're not speaking to a wall.