Complaint Regarding lack of assistance from standard bank home insurance

Dear ombudsman.

I'm writing this to seek assistance with my standard bank home insurance.

I had an natural incident of which a heavy rainfall damaged my Roof which led to my ceiling falling because of the rain entering i then laid a claim to standard bank home insurance which they refused the claim and said it's a shady job and that my policy doesn't cover it.

I bought the house from standard bank and I didn't do any renovations or anything to the site that is damaged My claim number is 25/015805