Storm damage claim Standard Bank

I had a bad and pathetic experience with Standard Bank insurance claims department.I had storm damage at my house lodged a claim at first the staff was helpfull and very fast to register the claim. The contractor came to my premises and assessed the damage the same day after the claim was lodged. I have been awaiting feedback from Standard Bank for more than a month, when contacting the call centre you hold on the line for more then 14 to 15 minutes before the phone is answered if you are lucky. When the phone is eventually picked up the consultant is so unhelpful telling you to hold on the line to find out what is the delay. Next moment the consultant puts down the phone. Apparently a assessor name not provided to me could not be reached a couple of times and ever since never spoke to me or came to my premises to assess the damage. Yesterday a consultant phoned me out of the blue from the claim department known as Neville told me he was tasked to assist me. 15 minutes later my personal banker phoned me informing me that a consultant informed him that my house insurance does not cover storm damage and my ceilings which were damaged by the storm. This is unbelievable how can such people work in a company where client service is supposed to be a priority. Meanwhile the damage to my property is getting worse and worse. I really hope one of the management structures can resolve this issue and deal with the *********** staff they should not be working at this institution if this are their attitude.