Poor service and Rejecting claim

I have logged a call with Standard bank for my leaking roof on Tuesday 18th August 2020. Lady on phone said i will receive sms with my claim reference number. After waiting 2 hours I still received no sms. I called again and spoke to a different lady and she said nothing was logged. I explained my story again and received and sms and was told they will send out a contractor to assess the damage. I called them again the following week Thursday 27th and told them nobody has contacted me yet. Then I was told to call back the following Monday if nobody had contacted me yet. I then called back the Tuesday 1st September and told them nobody contacted me yet. While i was on the call, they called a contractor and i was told the contractor will call me when they are ready to come out to my place. I received a call from the contractors Thursday 3rd September and the assessment was finally made. I waited for another week -Thursday 10th September and called standard bank to enquire the outcome of assessment. I was told it had been rejected based on wear and tear on the roof. I mentioned to them that I moved in 5 years ago and the houses are pretty old in my neighbourhood and when the property was assessed, then assessor did not mention that to me. The contractor told me that the roof had been repaired before, and started to leak again. This is my first time i am claiming from standard bank and I have never been subjected to this **********, atrocious and sub-standard service. Think long and hard before you sign up with Standard Bank and if you are with them I would strongly consider finding another insurer.