Standard Bank home insurance

My 79 year old Mom who is a client of Standard bank insurance for 20 years has received the most awful service from Standard bank insurance, it all began with major flooding in her granny cottage, the plumber had to dig to the foundation of the main house to discover major storm water flooding and tree roots from the neighbors trees, it took months to repair and cost over R130 000!! We submitted the claim in December last year, the rejected it due to tree roots, after many calls and emails we got a response in April saying they are re looking into the claim, we decided to get a lawyer involved who also contacted them many times with no response, I emailed recently and they rep**** asking what the claim number was, it then took another 4 months for them to respond saying again that they don't cover tree roots, how did we even know tree roots were there until the entire side of the house was dug up! we even sent them photos of all the findings, My Mom has used this money from her savings capital and for such a loyal customer all these years and never claiming before this is the way she is treated, Standard bank you should be so so ashamed of yourselves