Complaint pertaining storm damages

When I returned from my December holiday, I found that my window frame in the main bedroom leaked water from heavy rains received. This also caused that the wooden floors were damaged. I phoned STANDARD BANK on 6 January 2015 to open a claim (claim: 15/001287). Almost a month later after receiving no feedback from STANDARD BANK, I decided to call STANDARD BANK (2 February 2015) to hear the progress on the claim. It was stated by the consultant that my claim was disapproved due to lack of maintenance. What type of maintenance should be conducted on an aluminium window frame? My I state that the house was built three years back through a building loan from your bank which was inspected by your consultants deem fit for occupation. How can it be a lack of maintenance when the building is brand new? Well I send a complaint of dissatisfaction to the complaint department. An email was received that my complaint will receive the necessary attention. Well guess what, I'm still waiting for feedback. When I try to follow-up with STANDARD BANK, I get send from one section to the other. So I just want to inform you that I am in the process to move my insurance.