Pathetic Service

I have a building Insurance with Standard bank Insurance for a while now and I claimed only when my geyser gives problems very seldom. I now reported roof leakage about 2 months ago, the assessor came got on top of the roof and advised me that Insurance will contact me with feedback. I was then contacted by the lady consultant who said the assessor picked up that I was trying to fix it myself as the result my claim has been declined, I asked the lady to send me feedback in writing and she said it is their procedure to respond in writing and promised I'll get email soon. I never hear from Standard bank till today for almost 2 months so that I can appeal. The reason why I tried to seal the leakage, it's because the leakage was too small however with more severe storms it started to leak again. I'm not happy with the poor service that I received from the Insurer and would like them to fix their mess. Policy number HLB***. My contact ***