Standard bank do not want to Repair Ceiling Claim on home owner policy

When I bought my house i have got it insured by standard bank on my home owner insurance policy. Some years later the ceiling of the Stoep fell to the ground. I lodged a claim an conseuently Standard bank say they cannot pay the claim because the battons in the stoep ceiling was too far apart from each other. I bought an existing house at the time and i did not remove the ceiling of the whole house to see the placements of the wood. The took my premium every month without any prostest but now they don't want to settle a claim. Further they keep on deducting my premium with no intention to pay out my claims . What is so right about that ?