the bank of excuses standard bank

We have had severe storms in know over the past few weeks.our roof has been damaged ,1st call to Standard bank ,we were told that an assess9would come out to us the very next day,he comes through just after 5pm after my mum making numerous calls to find out what's going on. He tells us he can see that the roof has been damaged by hail and will have the bank get back to us once the claim has been accepted. A week goes and no response from Standard bank,so we call again,only to be told that from the assessors report and pictures they assume its poor maintenance (which is utter *******),we then explained that there are holes in the roof due to hail, we get told ok a different assessor would come through asap....a week goes and today we get told that the claim was approved and then in the very next breathe get told that the claim was rejected..how does one deal with bs like this?how does a home owner who is unemployed and yet still makes her insurance payments to standard bank now get money to fix her roof that was damage due to a freak storm? This roof is maintained on an 18 month basis.