Bad Service from Standard Bank Home owners insurance

I lodge a claim for my roof that was leaking and my garage door that broke off . Assessor came and told me that my claim for the roof is rejected because of the repair that was done previously which I have no idea when since I never done any repair since I moved worse how was I suppose to climb the roof and check the condition of the tiles . As for my garage door I’m still waiting for the assessor to date since 12 November 2021. As for the garage door they were going to send someone since the assessor mentioned that they don’t assess doors but will send someone. No communication from Standard Bank since . I could not even get my car out to go to work . I had to get garage door suppliers to get my car out . Question is why must i pay for insurance if they can’t even help when I need them ?