Bad service from standardbank

Good day I have insurance with standard bank. I submitted the claim on the 11th January my ref is ***6 regarding damaged Fisher boards and Gatters that were damaged by the storm.They send some company to come and access them.On the 25th i called those guys to findout if the claim was approved. They say only the Fisher board will be replaced not the gutters and they told me that i must pay the access of R1250 .why your approve only Fisher board because those thing they are together, its not for the first time standardbank gives me a bad service. I not happy with their service at all.thanks