Standard Bank Insurance Incompetence

on the 16th of July 2022 I had a incident at home whereby my bedroom ceiling suddenly caved. I had to rush with my visitors to hold up my bedroom ceiling with broom sticks while my dad had to rush and bring his drill and wood in order for them to drill the wood on the wall in order for the wood to keep the ceiling up and preventing it from falling any further. I immediately contacted Standard Bank insurance to log a claim and the consultant proceeded to ask me what had caused the ceiling to cave. I explained to him that I did not know all I heard while having family over was a loud bang and thud and when I ran in to check I noticed the ceiling caving and everyone present rushed to help. The consultant immediately said that IF I did not maintain my ceiling that my claim would be declined. My question to him was how does one maintain a ceiling apart from painting it? I do not live inside my roof. I do not have a leaking roof either. My ceiling for some reason has caved and you are already telling me why it will not be approved? Eventually he logged my claim and promised that a service provider would be at my home Monday 18 July 2022 at 10h00. On Monday I called the service provider to confirm our appointment after making sure I would be home for the assessment just to be told that they could not come due to being fully booked already. My then claim was closed and a new one was opened whereby a new service provider was appointed. The service provider came the following day Tuesday at 11h00 with another gentlemen who accompanied him who explained that he does the calculations of what it would cost and the other gentlemen who spent most of the assessment on his cellphone was the person who would potentially be the person who does the repairs. The walked in my room, took pictures. NOT ONE of them asked to go look through the trap door what actually happened or to investigate what potentially was the cause of the caving of my ceiling. The only pictures that they were able to submit was the only pictures they had taken which was INSIDE OF MY BEDROOM! Now my concern raised was how do they make or write a report based on standing in my bedroom only?! how can they make a thorough report for standard bank insurance when they did not even take pictures of the inside of the trap door t see what exactly could have cause the caving of my bedroom ceiling? Standard bank immediately made me understand after a week of calling non stop to find out the status of my claim that they will not honor my claim due to the REPORT STATING that my ceiling caved because of POOR WORKMANSHIP. I have only recently moved in and NOW that I need my insurance to assist they are refusing based on a *********** service provider THEY SENT who did not even provide them with pictures from the inside of my ceiling. I am appalled by standard bank insurance. I have always been a loyal standard bank customer but this was just too much. I am honorable person and NOBODY would want to sit with the inconvenience of not being able to sleep in their bedroom due to hazardous circumstances. I would NEVER RECCOMMEND them to anyone.