Unacceptable

Hi. Due to the floods this year in June 2022. My home has incurred massive damages. My balcony balastrade collapsed. I have reached out to standard bank insurance their assesser came to my home. I thereafter have not heard from them. I called in to enquire further regarding my claim and that was when I was made aware my claim has been declined due to the grouting. How can the ballastrade fall due to the grouting wen the damages were clearly seen that it was due to the heavy winds n rains. After couple months I put in another claim it has now been over 3 months I haven't heard anything from standard bank. We are loyal paying customers who don't deserve this. My family is in danger everyday due to the balcony being damaged. We have now closed off that area in the home to avoid any injuries. This is not fair on us. No feed back from standard bank. They decline every claim without substantial evidence just to avoid the payout or repairs being done. What's the use of paying when it's not beneficial to us.