Standardbank insurance is really bad!!!

So 9ur ceiling fell in November 2022. We phoned Standardbank Insurance, they send someone out and the claim hit declined... Due to bad workmanship. Their reasons being the brandering is wrong spaces, different ceiling boards were used and wrong *****s. So we asked them but how are we supposed to know what ceiling boards were used if they are Installed.. Since you need to break them to see what they are made off. Are you supposed to get into the roof of a new house and measure your brandering... And this was approved by a contractor 60 years back that signed off on our home back in the days. The brandering is still the originals... Hence it cant be them that caused the ceiling to fall.... Forward now to 17th December... I asked to have my insurance with them canceled... I only got a reply back a week later.... They asked for new insurance policy.. Who h I send through.... 3 times!!! They still deducted the premium from my account In January... When I went into the branch they refused fo help me... Said I must phone in.. I phoned in.. They said the lady who I was dealing with closed the request for cancelation due to her no received the documents. I have on email where I send it through to her 3 times.... Now we had to fix our ceiling ourselves... No Christmas presents for my little one.. Cause all our money went to fix the ceiling... And they still deduct a premium this month!! No one wants to help you when you put in a claim with Standardbank insurance and when you want to cancel... They refuse go help you aswell! They literally just take your money without even any service from their side!!