Standard bank insurance

I have had insurance since 2018 when I purchased my property. I have since then encounted several difficulties making a claim. I wait for a long time on a call just to get a consultant to attend to my call, I tried alternative ways to make a claim. First claim I made in 2019 I waited for a year for a claim to me processed. I then got a private contractor to work on the roof and a year later another to maintain the roof and paint. Few months ago I made another another claim and I was told that the claim was rejected due to no maintenance of the roof. Whilst I'm still struggling to get to the bottom of that I had another leack in the kitchen and again it's a struggle just to make a claim. The effects of these delays are starting to show on the ceiling and developing mould. My 1 year old had developed asthma in the process. Every time it rains ,my house has buckets all over but yet I have an active insurance. I need this matter to be resolved. I still can't believe that a whole institute can have such terrible service.