Unsatisfactory service delivery by Standard bank Insurance over damaged roof and drainage system

I am a paying policy holder. I bought my house 3 years ago. I contacted Standard bank to advise over roof that is leaking and has holes. They sent an assessor, and feedback is that the roof hasn't been maintained by me and that there are pre-existing damages which they somehow missed when they assessed the house prior to approval of bond loan. What form of maintenance was I expected to do in a space of three years in taking occupancy of the house? They are poor in responding to requests. Even in an emergency call, I never got a service. I called Sunday 19th October with an extreme emergency of my drainage system overflowing and the having everything that is flushed from the toilets inside overflowing to the outside.