Poor service

Hi in recent floods in KZN 13/01/24 i experienced drastic damage to my property and vehicle. Front yard collapsed close to foundation n vehicle n carport seriously damaged. Its a matter of life n death with property almost impossible to enter. Life threatening. I have Standard Bank cover. Morning of 14/01/24 i made a claim. Claim was rejected i don't understand how. On 25/01/24 i lodged an appeal n ever since i hav not been contacted. Today 22/02/24 was my last call to complaints resolution centre n still no feedback. They never contact me despite me asking to be contacted. I call almost everyday. Specialist investigater Mr Louis n manager Railene never return calls despite consultants asking them to. Empty promises. The lives n safety of my family n i are in real danger. I pay insurance to have peace of mind knowing im covered n not to go through all this trauma. Do these people care???. Living a nightmare thanks to u know who.