Dissapointed loyal customer

I lodged a claim with Std Bank Insurance on 14 October after having experienced heavy rainfall on 13 Oct and 14 Oct, which resulted in my roof leaking and water seeping through the side of the ceiling onto my carpet in my bedroom. A claim was opened by a consultant. On the 16th a contractor came to assess the damage, and submitted his report. Std Bank never called me back to advise on the contractor's report. I called to enquire on any progress on 19 Oct as I was afraid we would experience more rains, as we're in that season. After holding on 13 mins the new consultant advised that the contractors quote was too high, and they would send an internal assessor of Std Bank to assess the damage. The evening of 22 Oct when I went home, I discovered a hole in my ceiling caused my the dampness, which I reported to Std Bank. The Std Bank assessor made arrangements to come on the 23rd of Oct, and rocked up 2 hours late. On both days which the assessments were done, I had to take time off from work. Upon arrival, the Std Bank assessor advised that Std Bank would not pay the claim. The damage on my roof is due to wear and tear, and advised me to fix my roof, and even told me where to buy the material. He also advised, he was from Eldorado Park, and the rains was not so bad and portrayed arrogance, which I did not appreciate. He did however say that he will submit a report the following day and a consultant will advise on the final decision. The 24th of Oct, I called after 12pm, and was told that they have not received the report from the assessor, I need to call in 48 hours. So on the 26th of Oct I called again. The assessor still did not file the report and when the consultant called him, he advised that he is rejecting my claim. After all the drama the consultant told me, they are not fixing my roof, and I will receive a report in the next week, and can take it up further if I am not happy. Becos I could not leave my roof and ceilng in that state, I patched the roof and ceiling with materials I needed to buy, as I could not allow more damage with the rains. To date, my claim is still showing open on Std Bank's insurance site, and I'm still waiting for the report. Is this the kind of service that anyone deserves?