Poor service by Standard bank Insurance

My name is Alinah Nyambi ID *** residing in Vosloorus had an issue with a house that was being damaged by the storm and rain on Thursday 28/11/2024 during the day while I was at work. , I reported the matter at Standard Bank Insurance on Friday ( 29/11/2024) and I was informed that they will send the assessor. Yesterday ( 03/12/2024) the assessor came and assessed the house. This morning 4/12/2024 I received the report via a call that they can't fix the house because the assessor cited that the house is poorly maintained, my worry is it is the second time they have assessed and informed me of poor maintenance which doesn't make sense. I am paying the insurance for the building with them but when I encounter any building damages they can't assist citing the poor maintenance. Please assist because with all this frustration and all the maintenance I'm doing it can't be poor maintenance due to water when the house was shaking and caused damages.