Disgusting service

I have received the most pathetic service/claims experience from Standard Bank. I lodged a claim on the 11/12/2019 and have been messed around with the supplier and then the claims consultant never called me. I called in a few days ago sent emails and no response. I then call in today and spoke to Sally from the claims department who tells me my claim have been rejected due to maintenance. I advised her that I just bought this property 2 months ago and due to the heavy rains my roof and ceiling got damaged. I then told her they sent out an assessor who should have noted that down initially, she now tells me they are looking into this for the near future. How am I being treated fairly?? I have a bond with Standard bank and the insurance is not assisting. I then advised Sally I am an irate customer and I want to speak to a manager and she tells me they going into a meeting so is the meeting more important then your customer requesting to speak to you??? I told Sally I am not going to drop the line because the managers don't call me back. She stated the manager by the name of Jeets Naran will call me.

I am going to the ombudsman as you are not treating your customers fairly!!!