Standard Bank rejects a claim now in August lodged in March. Have no respect for their customers

I have been seriously compromised as I have been waiting for 5 months for this claim only to be told after many follow-ups that the claim has been rejected. I have lost a tenant due to no action been taken. Ther is no apology, and they make I out as I am the person =n wrong. The is a disgrace how they treat their customers I reported a claim of a water pipe leaking which was repaired by my plumber on 17th March. This claim was registered with reference 24/021769. An assessment was done by Standard banks’ service providers and no action followed. I was not informed that there is a rule that the bank only covers 2 claims in a year. If this is the case, then my claim should have been rejected straight way. The controller says I had a claim for a burst pipe in the yard a week before this claim. I can’t remember this being fixed by Standard bank. I got my own plumber to repair the leak. When I phoned again to ask what progress had been made, they said the claim was closed. I needed to get a letter from my plumber which was submitted to Ayanda on Monday 5th August. I had no feedback. I spoke to a complaint agent on Friday. Still no response. I phoned again today to be informed that the claim was rejected as there were previously 2 claims in the past 12 months. I don’t believe that the claim in March was in fact carried out. Surely if this I the policy why was the claim that has been going on since March not rejected at the time. Why was I requested to get a letter from my plumber if the claim was not valid.