Non-existent client service from Standard Bank

We are Private banking clients of Standard Bank and my husband has banked with Standard Bank since he was 18 years old. Currently we have had so many problems with them and one particular issue has been ongoing over the last 6 years. Of course they make excuses and pass the blame back to us, but we have email proof. Our home insurance is with them as well and we have hardly claimed over many years, yet the first two claims we have made in ages were both rejected due to 'not being covered by the policy', but they are the type of things that should be covered with the building and if not by Standard Bank, then by who?

We are waiting to hear back from the Head of one of the departments since Monday last week, but no answer. Obviously our business is not important to them. What shocking service!