Shocking Standard Bank Insurance service after Roof claim lodged

In short on 7 February 2020 I had storm damage to a roof and I had to make holes in the ceiling to prevent it from colapsing and on 18 February 2020 I enquired why I do not receive any feedback and I was promissed action would be taken. After ZERO communication I again enquired about the claim on 27 February 2020 as I would think that a roof leak will be treated with urgency and I was informed that the claim was declined the day they promised to take action viz 18 February 2020 as the beam broke. I then lodged a claim on Halo Peter on 27 February 2020 and received a same day responce that the case would be investigated and that I would receive an answer within 8 working days and on the 8th working day I was thanked for my patience and informed that I would receive an answer shortly - NO time frame stated. I am running out of ideas on how to make Standard Bank Insurance brokers understand I am not happy with the service. I have given them a run down of past service experieces, I complained during our telephonic conversations of 18 and 27 February and I expressed myself in my previous complaint on Halo Peter. The insident occured on 7 February 2020 and I lodged my claim on 10 February 2020. After a month and 2 days the only formal replies I received was after my Halo Peter report was the acknowledgement of my claim , a request to give them a further 8 working days and thereafter another E mail that they would come back shortly (NO DEADLINE DATE GIVEN) Where do we go from here. Surely a leaking roof would cause further damage to walls, ceilings , floors , furniture ext Not a sentence or word applicable to the claim changed so the facts and photos taken remain the same,, exactly the same. How much more damage must take place before the case is ettled. Who will be responsible for additional damage after such a long delay as we had hail and up to this morning up to 45 mm reported. If wind blow my roof off , must I wait a month before they repair it. To me it is easy, since I bought the house I have never had a leak of any sort at the bottom building. Standard Bank insurance can look up their records. Then after a minimum of 10 years, possibly 12 years, during heavy rain, the roof decides to leak whilst it is raining for the first time ever and the assessor cannot submit proof of rust or non maintenance causing the problem. I have now also repoirted my feelings regarding the lack of feedback to Home loans. As a Standard Bank client of 40 years , this is just shocking service and a department where service levels and are non acceptable. Perhap someone out there can advice me ontime shedules in resolving issues as I am feeling that reporting claims start of with reasons why claims are not paid out , followed by poor communication or none in fact until you lodge a complaint, followed deadlines not kept to and still we wait. I feel neglected and I am troubled by the fact that when I lodged a complaint that I received no feedback, and again exquire on 27 Februaryt 2020 regarding the matter, my claim was declined the same day as my enquiry viz 18 February 2020. How can anyone be happy with such service?