Poor service

Absolutely pathetic, I recently purchased a property and standard bank sent out an assessor and then my bond was approved, they then offered me building insurance of which I accepted. Now due to the heavy storms there is water leaking through my ceiling so I called standard bank this morning and the lady told me they cannot pick up a policy for me. I then asked to speak to a manager where I was kept on the line for so long and the call cut. The consultant did not call me back and I had to go in the ceiling and try and patch the one side to prevent water from causing further damage to my ceiling and also the other side in my dinning room I cannot access the pine ceiling where the water is leaking there, I am not sure what else I need to do and I am getting no assistance from my insurance which I am paying for, I want to speak to the CEO today!!