Poor service and unfair rejection of a claim

What a horrible experience I have with Standard bank.Bought a house last year which I insured with them.Got a leaking built-in pipe last week and made a claim.I was told earlier today (after taking an effort again to call because no one bothers to call back)that my claim my rejected due to "lack of maintenance".So I was supposed to maintain a pipe that is all covered up?.Bonolo Motsatsi,who was initially assisting me,suddenly disapperead after the plumber's report which recommended re-piping as the worn pipe was galvanised.Sent her emails requesting feedback to no avail.Obviously because the pipe issue was more pricey than they had anticipated she no longer cared.I have lodged a complaint with the Standard bank complaint resolution department and I am praying that I get feedback.