Standard Bank Building Insurance UNFAIR

On 11/01/2015 I woke up to find that the Middle & Lower level of my house was underwater. My Family & I spent most of the Day trying to get rid of the water as anyone would do. On 14 January I registered the Water Damage Claim with Standard Bank Insurance. After extensive emails back & forth, Late appointments & even Standard Bank's assessors not showing up for their appointments, I was informed that I will only be paid out an Ex-Gratia Amount which is far less than what the damages come to. Standard Bank reckons that an Angle Valve was the cause of Damage & they do not cover Angle Valve's. I supp**** Enough photos & evidence that the Angle Valve & part of the Water Pipe is one in the same thing so I believe that it should be covered. Also, it was never declared to me that an Angle Valve is an exclusion, rather that water pipes will be covered. I feel that I am being treated unfairly & NOT according to the TCF (Treating Customer Fairly) act. I would like Standard Bank to contact me in this Regard as I am a good customer and would like to have this Investigated Properly. Should I still feel that I am Being treated unfairly I will resort to take this matter up with the Ombudsman.