Damage Claim - Pathetic Service / 15/025596

I purchased a house with a solar geyser system already installed in mid-2014. During the long weekend over the 11th of March this year, resulted in dealing with a leaking geyser leaving the house under water. After submitting a claim with Standard Bank Building Insurance, it ended up with the claim being rejected due to the fact that apparently Standard Bank does not cover a solar system if it is not specified. My question to them was that when the house was inspected to determine the value of the house, they knew the system was already installed, so Standard Bank knew about it. They blatantly refuse to further deal with the claim, and the person dealing with the claim is also so pathetic as it is impossible to get in contact with her, and she can not supply me with the specific documentation stating why the claim is being rejected.