Not happy with their service

Policy No:HLB*** Claim number:22/130499

We bought a house and moved in December 2020....and this year with the rain we started experiencing leaks on the roof and called the bank to report them... An assessment was done and we were never called back until we called and inquired as our interior was getting damaged....we were then told it's negligence and they won't repair..... How come we move in a year ago and roof leaks and we are to blame.... What is it that we could have supposedly done to damage the roof? We pay a lot of money for this house for us to be treated as such.