Insurance abuse

I have been a client for home loans insurance at standard bank since 1996. Since then I have not claimed anything but last year the 7/12/2018 I launched a claim for a leaking roof, where I was given a reference. On the 10/12/2018 they came to assess the damage where I was promised to be given feedback, but on the 13/12/2018 I received a message that the request is still in progress. On the 20th of the same month I received a message saying my request was resolved and I'd be contacted with the details of the outcome. Since then I have never been contacted until I decided to contact them on 26/03/2019 where I was told it is declined with no valid reason. Since they came to assess the house, there has been more damage and we've been living under floods. I am disappointed that my insurance premium has gone down the drain as I have been paying for a useless 23 years with no services rendered, on top of it all they increased the maintenance cover by 60℅. I cannot move to alternative insurance companies as I am still paying my bond which is even more frustrating.