Insurance injustice and brutality

I am experiencing nightmares with Standard Bank insurance. I had an incident where part of the ceiling to a house I bought in 2017 collapsed, luckily there was no one in the area that collapsed as results could have bee fatal or caused serious injury.

I immediately logged a claim, and a building contractor was appointed. Soon after he left I was told claim has bee rejected. The reason I was told is that the collapse was caused by spacing of brandering. I queried this to say did they expect me to go into the ceiling when I bought the house. Even if I did, dod they expect me to measure the spacing of the brandering.

I subsequently logged a query more than 8 days ago. I received a call to acknowledge receipt as well as an email. That was the last communication I received. I wrote a follow up email and no response has been received. I thought even if it was taking longer, regular updates in terms of the FAIS Act is critical. I am in the dark right now and I am angry ecause I expected my insurance to work for me. I imagine what would have been the case had a wall collapsed . I am still in shock that something that was supposed to be simple, has been turned into a complex equation, a difficult puzzle.

It feels like big business an just brutalise you if they want, they hold the aces. I had to incir expenses which were the very reason I took the insurance. The bond is held with Standard Bank. I wonder what would be the case if the bond was held with another bank. The treatment is brutal and it leaves to pick the pieces in the absence satisfactory resolution to continue vlowing my trumpet until I get the right help, maybe the ombudsman is rhe next port of call. For now, I am waiting and no regular feedback. I think big business must do better, and I suppose there are clients they treat better.