Std Bank Insurance Service Useless - Breach

I recently moved into our new home, Feb 2015, and recently I noticed that our Braai wall is going to collapse. When I called to logde claim, I was told that as it hasn't collapsed yet, I should wait till it collapses. I explained it it will damage much more when it collapses. I also have leaks when it rains which damaged my entertainment wooded floors. I lodged this and Std Bank sent out accessors for both Braai and entertainment area. This was 2 months ago, to date, no one has called me, I had to call in daily only to hear they not sure where the claim is and will let me know. I then got a call after 2 months to say its not covered because its a structural issue. Whats the use having insurance if I cannot claim for storm damage. If they do not call me to resolve this I will cancel with them