STB robbing old people with their premiums

I am disgusted the way my mothers claim has been dealth with. Lodged a claim for the roof/ ceilings that was damaged due to bad weather someone came out 2 seconds in her ceiling and left. She called STB after a week and was advised that her claim was rejected due to poor maintenance. I have escalated the matter further and 2 months down the line no response and today got a response with the same letter that was sent after I advised that I will be going to social media. This is a paying customer never skipped a payment for over 10 years and never claimed so can someone please tell me whyare you robbing pensioners every month from their monies and still cant help. Maintenance has nothing to do with the issue the problem here is the ceilings started leaking right after our storms etc. So tell me if it was poor maintenace should the ceilings not have fallen in by now after being in that house for +25 years. STB is robbing people of their hard earned money taking it every month and cant help when insurance are being claimed. So if her house burns down they will say its because of poor maintenance? STB stop robbing old people.