insurance claim

due to heavy rains for the past month my Roof started leaking from the rainwater and the ceiling fell, standard bank rejected my claim because apparently, I didn't have water proofing on my roof which i was never told about, an inspection was not requested when I joined the insurance i was never told about the water proofing, only when I claimed for them to fix my roof. i hate standard bank and they are very racial and never help black people willingly its always pillar to post. their call center is the worst. the staff is terrible rude and impatient and *****