Beyond Disgusted with Standard Bank insurance

On Sunday 9th April I had a power outage at my J2 Junction box.after eventually having Eskom turn their back on the problem on Monday I proceeded to contact an electrician to see if the problem could be resolved. He advised me to rather go through my homeowner's insurance. Tuesday morning I contacted Standard bank home insurance and they arranged for Dakalo Plumbing and Electrical to come out and assess the problem. I was then told that it would be escalated as urgent. By Thursday no communication from neither the bank nor Dakalo Plumbing. Then had to make a call to Standard Bank myself and Spoke to Palesa who then told me that it seems like the report from the company states loose wires caused the wires to burn and the insurance don't cover for loose wires. I told her that the wires were obviously checked by both Eskom and my electrician prior to them coming out and that is the reason for the loose wires. Palesa then promised to phone me back after speaking to the electrical company. I had to get my wife to phone back to standard bank as no one called back as promised. My disgust is we have young children in the house and given the duration on the outage it took 3 working days for me to phone and get the distasteful news that I am liable and the insurance will not cover. So why have insurance if they never honour the claim. Also why have no empathy regarding my situation. 3 days just to be told I'm on my own. I am yet to get a call from standard bank officially informing us that our claim is unsuccessful. Thanks for nothing. All you did was convince me to take my business elsewhere where people value and have empathy when I have a problem. (Case 23/029726) I wouldn't even give them 1 star rating