Delaying tactics not to pay claim

We had bad rain and put a claim in and claim was rejected. We had storms and our ceiling is badly damage. The lighting is also damaged. I spend days on the phone trying to get through to the call Centre and I also send an email to ********** until today I didn't get through to the call Centre or a reply on my email. this is pathetic service or is it just a delaying tactic not to pay the claim out. I've been a client with Standard bank for many years and I am planning to move my business somewhere else where I will be appreciated.