standard bank insurance no service no reaching on phone

have a bond with standard bank for about 10 years .Part of our lounge ceiling collapsed.Standard bank insurers refuse to pay us out saying i should have checked under campaigns but not to fix your clients problems .Look at all the complaints stream in ceiling for *****s instead of nails that where used under screeting and painting .Once a week i get a call from them how do you rate our service ...money to spend on bs damage control but not to fix your ever increasing customers complaints