Totally appalled with Standard Bank Insurance

I am extremely disappointed in Standard Bank Insurance. I own a number of properties and have never experienced firstly such an appalling lack of service and secondly , total disregard for the homeowner and the claims process. At around 21h30 on 2/1/19 , my son (Ryan) was at home and suddenly noticed water coming down the corridor. It was a burst pipe/ valve in my granddaughter's bathroom. He turned the water off and contacted Standard Bank Insurance first thing the next morning. They sent a plumber on 3/1, who , had to chip tiles out and repair what needed to be done. Ryan was asked to pay the plumber direct as the cost was below the excess. The wooden laminate floors in my granddaughter's bedroom, the main bedroom and the babies' bedroom are warped and bubbled. It must be noted here that the babies are twins, and one of the twins was in high care in hospital with his mom at the time. I mention this because I asked Ryan to keep following up with Standard Bank Insurance to repair the floors before the baby was discharged as the dust and damp would be a medical issue. There was no feedback or communication from Standard Bank Insurance at all.. They had confirmed that an assessor would be sent on Friday 4 January. No-one arrived. On Monday 7 January, Ryan called to follow up again..after holding on for more than one should on an average call, only to be told..we rejected your claim. NO COMMUNICATION..WHAT ON EARTH AND WHY??? Shortly after this call, he received an sms saying thankyou for registering your claim and a claim number was provided- why- if he claim was rejected??? On this call, Ryan updated his email address and details . I called on Tuesday 8th to discuss this claim, was left hanging on the phone for ages. I requested official confirmation of the reason for rejection as well as a copy of the policy.I am still waiting for official confirmation of the rejection and reason AND a copy of the policy was sent to Ryan's old email address, despite the fact that he had changed his details. The policy sent through was incomplete, without all annexures attached and , after review, I fail to understand why this claim was rejected. It was a burst pipe/ valve.. something totally unforseen and to say we are disappointed / angry and annoyed is putting it mildly. I want resolution on this . What on earth are we paying insurance for? Its your asset, Standard Bank and the floors are destroyed!!!!!!!!!!