Disappointing service

A section of our ceiling has fallen down in our lounge. There was no water damage. The standard Bank assessor came and his report was that the ceiling boards were too thick and the nails too short and because of that they won't pay to have it fixed. That ceiling has been there for 40 years. When we insured the house that ceiling was there. Standard Bank insured the house as is. We've paid our premiums every month for years and years and have hardly claimed. I've had a bank account with Standard since I was a child. My whole family banks with them. Now that we really need their help they have let us down badly. I really don't understand what house insurance is for if not to help with these unexpected things. We will look into changing insurance companies as we can't afford to pay premiums to a company that is not interested in helping us.