Pathetic service

I've submitted a claim(22/158247) to Standard Bank on the 14.06.2022 with regards to my ceiling caving in and my bedroom being flooded with water including all my clothing in my wardrobe being soaked due to the leak... They sent out assessors to my place who confirmed that my claim was an actual valid one... On the 17.06.2022 one of their agents contacted me to now tell me that my claim is not valid due to lack of maintenance. This is an absolute joke firstly I live in this house only 4years this is the first time it's ever leaked however my ceiling gave way and lastly it was their inspectors who deemed my place safe and passed it before registration of my bond was done now this very people is telling me that my claim is not valid due to lack of maintenance.. This is so upsetting needless to say I pay them diligently and haven't missed one payment only to receive this pathetic service.