Unresolved Standard Bank Claim.

Hello Peter, I've had a Home Insurance with Standard Bank for over 10 years and have been paying every month, however on the 18th or 19th November a huge storm damaged my roof, I've been calling Standard Bank for several times and my roof hasn't been fixed till to date now the damaged is worse since its raining almost everyday the ceiling is literally falling off but there is still no word from Standard Bank.