homeowners insurance

I recently experienced damage to my home after a storm , one was to the lighting outside and the other to the roof , i called the insurers who are STANDARD BANK to log the damage , two seperate contractors were dispatched to attend to the respective claims for damages . the contractor for the roof stood on the ground looked up with no appartaus on hand to conduct the inspection and advised that the damage was due to lack of maintainance and the claim was rejected .time has passed and my lights are still not repaired , that contractor spent a short while at my home advising that he will return with his team to conclude the inspection and will send his report through to STANDARD BANK . i called my insurers today to be told that both claims are rejected as a result of lack of maintainance . all the lights and the switch that control them are brand new at my cost so i dont understand that . annually my home loan isdebited for the insurance premium and that debited to my home loan with recurring interest for that disbursment on my behalf over a 12 month period . but i have never been asked to furnish any certficates confirming that all is in good condition