Worst service and a flooded house

<p><br />Reference number: 17/026883<br /> <br />On the 6th of April at approximately 4pm, the 2nd bedroom in our house flooded. The water gushed in from the roof and window frame, as well as through the air conditioning unit. The water filled the floor of the bedroom, ran down the passage and into the main bedroom. We live in a house with a flat roof and understand how important maintenance on the roof is. Our roof had been redone by Universal Roofing in November 2016.<br />• After the flood, I contacted Universal Roofing, however they were closed on 7 April 2017, due to protest action.<br />• I then contacted Standard Bank, as they are the insurer of our house. They had difficulty assigning a contractor. After numerous calls on the 7 and 10 April, they assigned MS building. The contractor came and took photos and discussed repair work. I did not receive any feedback until I contacted Standard Bank again on 19 April 2017. They informed me that our claim was not valid as the contractor reported that the flood was due to a maintenance issue. I told them that regular maintenance was done on the roof so the leak was not due to neglect from our side, they requested that I send proof of repairs, I did this on the same day. They informed me that a manager would contact me by the end of the day, nobody did, so I called again on 20 April 2017. The call centre consultant said that they had again denied the claim, this time due to poor workmanship. I asked again for management to please contact me. I have not yet had a response.<br />• I explained that I had contacted universal Roofing again and that they had come to repair the tear in the waterproofing on the 13 April 2017, as the repair work was under a 3-year warranty. The warranty covered the damage to the roof, however did not cover internal damages as they said that this should be covered by insurance.<br />• The floors in both rooms are significantly damaged and they are both rotting. The walls and roof are damaged, where the plaster and paint have lifted. I am unsure whether the air conditioner is working as I am nervous to switch it on in case there are wet electrical components.</p> <p> </p> <p>Standard Bank do not return my calls. They do not respond to emails. They will not pay any damages, although I pay my insurance every month. </p>