Claim decline

I submitted a claim on the 13th of August 2020 for garage doors and motors that is damage due to weather conditions. I had to get my Private Banker involeved as no one came back to me. Only after 2 weeks after that I got a response from a Standardbank Consultant that they cant find anyone to come and see what the problem is and I must get my own contractor. I specifically asked her what about the civils contractor and she said she will send someone. Till today 9/9/20 no one was there except the company that checked the electrical side. The electrical Company said in the report the motor got damage to lightning surge and he wont be able to get spares for it but also said the brackets is damaged which means the civils is also not fine. Now Standard bank came back to me and decline the claim. I have been a Standard bank client since 2006 and I bought my first house through them in 2011. It is 10 years later and with no claims they decline the first claim. For 10years I am paying a premium for nothing. I will cancel my policy and go to a company that is worthy of the money we pay every month.