Looking for reasons for decline a claim

<p>To whom it may concern;</p> <p> </p> <p>I have submitted a claim for damages caused to my house in Decemeber 2016. I spoke to a person called Lisa Pieterson. I explained to the consultant what happend that our roof was damaged with the hail storms in 2014, but we had money to fix and he got a contactor to fix the roof but we didn't fix the damage to the ceiling. A year later unfortunately there was hail storms and rain once again and the there was damage caused to the roof again and the ceiling as we explained the the insurance assessor. </p> <p>Due to the rain and roof damage with the leakage there was water running down the wall and that caused the bathroom tiles to loosen. Part of the tiles manage to fall of the wall and this is the reason we submitted the claim, We did however immediately took of all loose tiles on top of wall because i have a 12 month aold daughter and was scared that she might get hurt if the tiles would to fall on her. Lisa came to our house one Saterday morning look at the tiles and said that this is poor workmanship. We've been staying in this house for the past 17years and we never had any issues with the tiles what so ever. She ever looked at the roof she just made up her mind that the claim was decline. </p> <p>I tried calling her manager Zayd with luck and i left more than 10 voicemails and an email.</p> <p> </p> <p>Lisa's first reason for declining the because we fixed the roof ourself. </p> <p>So does this mean we should rather cancel the insurance with Santam because i feel that they only looking for a reason to decline the claim.</p> <p> </p> <p>We have been with the for the past 3 year. The only reason why we logged this complain know was because we only got a formal later that the claim was decline.</p> <p> </p> <p>Kind Regards</p> <p>BW</p>