No Feedback and Refuse to pay causing more Damage!

Insurance Claims - Not acceptable, I called to log my claim on the 17 January 2019 with reference number 19/005473 for Damage caused by rain to roof and inside ceiling and walls while away on holiday from the 17th December, assessor came to asses damage on Monday 21 January 2019. No feedback from Standard bank on the issue or status, with the huge storm on Sunday 27 January 2019 my ceiling collapsed and water poured all over the entrance hall, play room, dining room. Called standard bank first thing on the 28 January 2019 to be told no feedback and I must hold. After holding for 45 minutes get told that the claim is declined as roof is perfectly maintained and issue caused by Valley Flashing Area and the claim to ceiling and interior is declined as this is months damaged, I state that if you had gotten back to me could of made a plan before my whole ceiling collapsed and the damaged internally is only due to heavy rain since December. Was then told to wait for the official decline claim via email which over 1 week later I have still not received and I can the dispute. I then got transferred to log a dispute number: ********** 726. they stated speaking to a lady called Lerato that they will get back to you within 24 - 72 hours that was a week ago and NO feedback, while I sit with an open ceiling that is a security risk and with all the rain we having causing more damage, why do you pay R 760 a month for building insurance with the bank you have you home loan with t be treated like this and them to find any reason to decline your claim and not provide you with response so you can make an alternative plan before it get worse and cost more money. I have also received 2 alternative quotes stating that there is damage to my roof.