Poor insurance cover

After my wife put in a claim for water damage due to heavy rains and leakage of water coming through from a balcony wall into one of the rooms. Standard Bank elected to send out their people which is a reason not to pay the claim and report that it is normal general maintenance .Got a letter stating we are really sorry we cant help ,but when they take you monthly premiums they dont disclose what you as a consumer is protected against.You then will get a pathetic apology from Mahommed Shaffee Khan apologizing and saying you welcome to check with an independent service provider.This is poor service and not been very clear on what is covered why even take out this insurance as its very clear they will not pay out but find reasons to avoid paying out a claim.They delay you a point you get frustrated .Very disappointed with Standard Bank insurance.