My roof is leaking since I bought the house,And i made a claim with standard bank , and was told it was approve ,today only after i called was told its declined .

I made a claim with the bank on the 11 of October and they send the Hoe building insurance to assess the roof and they said the bank does not cover the roof .And i called the third party company to make a follow up on the claim it was the 19th and was told the claim is approved . I called again on the begging on November and was told told that they will me feedback on the claim as its still been assessed today i called again and the lady said it was declined ..Why am i paying the insurance if it wont help me ,cant the fix the falling ceiling on the other room the ceiling fell down its bad ,that i can fall on us while were asleep on the other rooms .Why did they set wrong impressions and lie to us and say they will fix it and they didn't ?This bad as were paying for the service that were not getting ..I bought the house through standard bank ,and the same bank inspected the house the know the problem clearly as they have the record of that house ,so why are they not fixing what the insurance covers ?And why did i have to call them too many times for followup ,why was i not called for updates ?