Poor Service

The disloyal of Standard Bank , my thatch fell on the 28th of March 2021 around 04:00am - 04:30am due to the wind, an assesor came and said there was supposed to be a plastic covered underneath the but when you move into a house you cannot dig up and how on earth are you supposed to know such things, but still they are taking our insurances money , so the claim response came back saying that they will not repair due to the ants that are in the soil again its a a natural disaster how are we supposed to know and we were not told about such when they were taking the insurance money . We disputed the matter and sent an email, not surprised they haven't called us back nor respond to our email. Can Standard Bank give us all our insurance money so that we can repair the thatch and also I don't think it is a good company to insure with because when its time for them to act they come up with excuses. WE DONT WANT TO DO BUSINESS WITH STANDARD BANK ANYMORE , THEY DONT ACT ON MATTERS.