Standard bank useless home imsurance admin

App**** for building insurance and got the documents of approval and home loan was approved (home loan cannot be approved without building insurance). Now that we want to claim, they cannot find the insurance documents and we have phoned everyone and even went to all standard bank branches within 60 km radius and no one can assist. In the meantime water is leaking into the walls, damaging the building structure and cupboards while we waste about 20 liters of water per day.