Nedbank : Illogical Insurance Behaviour

I experienced storm damage to my home with the recent heavy rains. I logged an insurance claim with Nedbank Insurance and they then sent a assessor to assess the damage. Today 19 September 2018 @ 10h47 I received a SMS indicating that my claim has been successful. Unfortunately at 16h30 I received a call from the insurer claiming that now that they will not fix my roof , because the damage is maintenance related. This is where the idiocy starts , they are prepared to fix all my ceilings or internal damage. Any logical person will realize, that if you won't take responsibility for the external damage, why would you want to fix the internal damage ? I think this ruling after the affirmative SMS smacks of unprofessionalism and inept client service. It is clear that the insurer was trying to get out of their commitment and responsibilities. I am appalled by the service levels after being a loyal customer for many years. I am left at my wit's end as we have continuous rainfall with the current damage. I hope all insured clients take note of this delinquent behaviour by this major insurance company ?