Collapsed ceiling in house

I'm so disappointed with standard bank insurance brokers.Lodged a claim as ceilings collapsed They sent an accessor yesterday.The accessor phoned me today advising that claim was declined as.spacing for nails on the ceiling was not correct. I have never heard of such an excuse . This is first time that a claim was placed after over 30 years. The geysers are the only claims thus far. So very disappointed 😞