Avoiding payments and/or claims at all cost

It is my opinion that Outsurance is just looking for ways and means to avoid paying claims. Mr. Danie Matthee it is with great concern that I raise this issue on this type of platform. Please investigate!!! My parents moved into the house in 2017. No water damp and/or seepage was detected during any rainy season in the years to follow. In January 2021 the tropical storm Eloise came through that has left a lot of damage in the Lowveld area. (https://lowvelder.co.za/716848/in-photos-eloise-uproots-trees-floods-streets-in-mpumalanga/) (https://lowvelder.co.za/cyclone-eloise-hits-mpumalanga/). During this constant downpour, it was detected that water was on the outside wall within the main bedroom. After the storm, my mother requested me to lodge the claim with Outsurance, because she struggles to hear on the phone (slight hearing impaired). At the beginning of February, I started lodging the claim at Outsurance on her behalf. After a month and two opinions, it was brought to my attention that the claim is rejected by Outsurance due to seepage (the slow escape of a liquid or gas through a porous material or small holes). Now I have a question - if it was seepage and it was due to the outside wall not maintained - why didn't we have any issues before the tropical storm, Eloise? Surely the amount of downpour and the intensity had to contribute to the leakage? My mother had numerous claims before where she advised me that she would rather not claim (because she will lose her Out-bonus). I cannot believe her loyalty and determination to save your company thousands of rand are taken for granted like this. Doesn't loyalty mean anything anymore?