REFUSAL TO REPAIR COLLAPSED CEILING

I logged a call with Std Bank on the 25.02.2015,for a leakage in my roof, on 07.03.2015 a contractor was sent to assess the problem, pictures were taken.On 30.03.2015 I called to make a followup on the assessment and I received no feedback.On the 17.08.2015 my ceiling collapsed, I then reported the matter to on the 18.08.2015 at the std bank branch, was referred to the home loan callcentre,I was told my request has been rejected, and that Std bank will not fix/replace my ceiling.I only got the reject letter from the contractor that did the assessment on 20.08.2015.The ceiling also damaged my furniture.I'm deeply disappointed in std bank, because insurance funds are debited evry month without fail but they are bluntly refusing to fix a ceiling caused by the leakage, which was reported timeously.What's the use of having insurance when it's not there when you mostly need it. How can service be declined to a realible, loyal customer who is making a first claim?I'm deeply saddened and disappointed at Standard Bank Insurance. I dont even know where I will get the money to replace the ceiling, since I thought I had insurance.