STANDARD BANK HOUSE INSURANCE

We have a mortgage bond with Standard Bank which obviously comes with the house insurance. We moved in 2022 November but before moving in the bank and the developer confirmed they had done the house evaluation and they were satisfied. We then moved in. Upon occupying the space we encountered a lot of building and construction defects of which we did report to the developer and agent and it was brushed off. By that time we were not aware of the house insurance as most people would more especially if it is your first house to own. Fast forward to this year 2025, the house started leaking and we had to report to the bank. Mind you the policy linked to the house, we never received any policy documents or communication. Upon reporting I spoke to a lady by the name Benedictor who was nice enough to listen and confirm a booking for a bank assessor. This process took 3 days during which I had to follow up with the bank to find out when will the assessor come through reason to follow up is because there was no update. The assessor only contact when I followed up(this proves that there is no care and proper customer services). He (Sehlako) came to the house in the morning and I noticed that he had no step ladder, I then asked of which he **** and said it is the car boot. The house is a double story and this was noted by the agent at the call centre team. He came in and took pictures and when we got the room where it is leaking, he took pictures and started making comments on how his ladder will not reach the roof and this is when I realized that he is indeed lying he came unprepared to assess only just to sign and say 'I have done my job'. It happened that when he got tot he house I mentioned that he got a private assessor a week ago to do an assessment and he took a video. He than asked if he can use the video to take pictures as reference to his assessment case. Confused as I was I did send it to him. The point I am trying to make here is that the bank assessor have no honest and they are bias. He then said according to his assessment the insurance will not make a payment due to the claim being part of the exclusion. My concern and confusion is that firstly; why would you come in knowing that the house is a double story and you have no ladder, secondly why come in if you already concluded from your notes that the claim will not be successful. That's time wasting and not being considerate. I am really saddened by the way Standard Bank staff seem not to care about their clients. Another issue, I sent a request a week ago for the policy documents till today 22 Oct 2025 I haven't received them. I followed up no one responded. I also have a car through them I am so worried as even with the vehicle department they fail to communicate and there is no proper communication. Because of the bank's evaluator we are facing a big issue that now requires us to fix of which if the evaluator fact checked in 2022 we would be here today trying to sort it out.