stabndard bank insurance ..********s

Have a bond with standard bank roughly late january last year lounge ceiling collapsed standard bank insurers refuse to fix saying i should have checked that ceiling has nails instead of *****s ..its under screeting plaster and paint .bank claim hlb ********** 55 claim 17/003315 my cell number is ********** 086 ..nobody gets back to me claim they are following it up .There help line is a joke ..nobody answers .Irate and done in .