Worst treatment by STD bank insurance.

I have a home loan insurance since 2006 with STD bank and i had only one claim I logged to them (faulty geyser) and they approved it. Yesterday 21/05/24 i was about to leave my home and my garage door couldn’t open with remote control and I’ve tried the manual opener still the door was locked and tight to be moved by hand. I did the inspection and find the spring is broken apart. I called them in the morning they sent their assessor to do the inspection and he left. Moments later STD bank insurance call to say my claim was rejected because I didn’t maintain it. The garage door was installed in 2011 and I called them to make adjustments to the structure hence the premium was increased. I had no problems or issues ever since about the garage door and the installer who assemble my garage told me to paint the wooden part of it not saying anything about about when and how to maintain the mechanism. Their(std) assessor is quoting R3900 privately after their rejection and STD bank insurance access amount is R1200. Why they’re rejecting the second claim after I was paying for for more than 18 years without fail?