Poor customer service by standard Bank insurance

Good morning. Last year I logged a claim for the repair of my roof which is falling and standard Bank insurance send a guy here who just look at the roof and without getting into the ceiling and took pictures of tree leaves on the roof and send it to insurance. He then told me that they will fix it. The next thing I was told it's lack of maintenance. My roof and furnitures and ceiling are now damaged by rain whilst I m busy paying this insurance huge amount of money. I asked the bank to send someone who will see in the ceiling so he can be able to see what is happening inside so they can repair but instead they ignored all my emails. No response since. I'm sitting with the damaged roof which might even fall whilst they're ignoring my request. Please help me resolve this.