Insured at Standard Bank Insurance brokers- beware of service, exclusions, no feedback

On the afternoon of 7 February 2020 , we experienced a heavy downpour and for the FIRST time since I bought my house, the BOTTOM building roof leaked to the entend that the inner ceiling started to bulge and we were afterwards praised by the assessor that we poked holes in the ceiling which prevented the ceiling from collapsing. My house is insured with Standard bank based on their expert eccessments and evaluators recommendations which I have never queried or disputed for over 10 years. . On 10 February 2020 I reported the damage and received a claim number . When I reported the claim, I was immediately asked when last did I maintain the roof and advised that if the issue is due to non maintenance, that the claim would not be entertained. My service experience with claims at Standard Bank insurance brokers is of an extremely low level to date with little feedback, out of town people being used that cannot provide service levels of locals and claims not being attended to for extensive periods. Examples. My house flooded once when pipes burst during the night and the kitchen cupboards which is old style solid assembled units had water trapped below it which could not be drained. The claim took in excess of 2and a half months to settle whilst we had to deal with the smell of rotting wood.AT THE PLACE WHERE YOU PREPARE YOUR FOOD I fact it might be 3 and a half months before they finally agreed to replace the cupboards. Example 2 . My geyser burst and they send a contractor all the way from Port Elizabeth ignoring all local plumbers. This plumber tells me that in terms of the new laws the geyser must be fit outside and not in the ceiling after it fails. The law is the law and I accept, but then the electrician from Port Elizabeth fail to arrive and we have an installed geyser that does not work. After many calls and objections they eventually agreed to use a local electrician so between 2 to 4 days after fitment, the geyser finally works. Then the electrician continiously harrased me for payment as Standard bank insurance brokers did not pay him.I was placed in an difficult position as I forced the issue just to have warm water in the house and the contractor was aware of that as he overheard my calls to complaint about the poor service. Example 3 Another flat roof collapsed after snow in Grahamstown. This time around someone from Fort Beaufort was appointed which was extremely poor. I supervised him regularly, He ignored drying times between undercoats to final coats (recommended 18 hours) and cut corners because it is not worth while to come back all the way to Grahamstown after seeing out prescribed drying times. We are dealing with a serious roof leak which now is a problem for the first time in excess of 10 years and it is now a continious problem after the storm. Taking into account the seriousness of the problem I phoned Standard Bank Insurance brokers on 18 February 2020 at 13h00 and complained that they are all quite and I did not receive any feedback and I was promissed that actions will be taken. Today on 27 Feruary 2020 I again phoned and spoke to Dineo which informed me that the claim was declined on 18 February 2020 as a beam collapsed. When I queried why I received no feedback she rep**** that" the claim handler was supposed to inform me" WHAT HAS CHANGED (claims dragging for months at end, No feedback, you have to continiously exquire and follow up and threaten and apply pressure. Can they perhaps supply proof that they fixed the house ceiling after the geyser leaked and the room and passage ceilings warped and pulled ***** ext. - I fixed it myself after I was told it took too long when I followed up as to the contractor appointed. This is unacceptable. When the assessor arrived I challenged him to find a rust or even the start of rust that contributed to the leak and he could not provide that. It is self explanotory that no house owner strip his roof every 10 years to replace beams (This is a flat roof so no space exsist via a trap door) My last feedback from the assessor from PE was that they recived volumes of claims to assess after the rain. Photos and videos taken shows a white ceiling with no old leak marks , discolouring of any sort or any evidence of a leak. Now he have a problem after the storm but it is just a coinsidence that the roof which never leaked is a problem now. Where is the expert s that cover my house and did not exclude cover to the building in my policy when I have clearly done nothing wrong or neglected nothing to desrve a declined claim . How do you explain over 10 years of zero leaks, a storm and then all of a sudden a leaking roof after the downpour starts.. What a coincidence?