Bad experience from a bank as service provider

After 17 years of paying my home loan at standard bank without fault and paying over 17 years of house Insurance as part of.my bond repayment SB have now 2twice not approved my request for a ceiling that has been damaged by rain water . Always have an excuse that it's not normal disaster related. Personally I would not recommend SB in any form to be used as a banker as in general their services are pathetic not to say the least