Pathetic service for house insurance after lightning damage

Pathetic service from Standard Bank Insurance, after my home was hit by lightning. Lodged a claim with their agents, it's been more than a week and no movement. I get a message and email that my claim was approved, the next minute it is not approved. The lightning hit electrification and plumbing system. I explained that claim is for the event that hit multiple bathrooms, but I'm told that I have to lodge a separate claim for the other bathroom, even though it's damage from one event. One attendant asked me, "but how does lightning hit plumbing." How am aIsupposed to know how lightning hits, it's as if they don't believe me. First I was asked when was the last time I maintained my house. This is a new house that we are still in the process of moving in, less that a month occupied, freshly bult. They sent a message that an assessor was appointed, I am still waiting. The warter damage is getting worse with water affecting other walls and skirting & cupboards due to their delays. It would have been more than a week without water and electricity in the house if I had not gotten my own plumbers and electricians to help so we can have lights & water. Their plumbers wanted to break section of wall with tiles & mosaics, but my plumber managed to get to the damaged pipe a proper way where there was no tiling. I got the pipe that was hit and have proof that it was lightning. More than 4 days now with no communication or update from Standard Bank Insurance. Send me a manual of how lightning was supposed to hit. If it was not lightning, how do you explain the instant hit on ceiling, electrification, plumbing, 2 gersers in multiple points of the house all at the same time after the loud bang? The lady handling my claim promised I'll be paid for repairs I did myself, dololo, no contact from them 3 days now. If you don't pay for lightning damge, then what do you pay for, where is it stated in your contract? Frustrated, but paid my premiums in full.