Bad service regarding claim

<p>A while back I phoned i-direct regarding a huge tree that is standing in my neighbours yard but is part of municipal grounds which has grown so big that it crushed my boundary wall. So before the wall was completely damaged I phoned to find out if they can maybe send out someone to make a plan with the tree, the lady advised that they do not deal with tree felling and i must wait till the tree breaks my wall completely and then I must phone again for the insurance to then fix my wall. So 2 weeks ago i put in a claim for my broken wall, the contractor came out and took pictures and measured a whole extra area that is leaning over a bit due to roots or whatever the case is, so on Saturday I receive a call from the insurance declining my claim, reason being ****s and roots which is not covered. So why then did the lady on my 1st call tell me to wait till my wall breaks and then claim and secondly, the issue part I am referring to which broke is not from the roots, it is the tree that is growing bigger and broke the wall. I feel that this outcome is completely unacceptable. I would really like to have feedback regarding the issue or I will start looking at other options for insurance and move all my insured goods somewhere else. This is also not the 1st time this happens, few years ago also had issues with a claim where 2 agents told me the claim will be sorted and later on a higher up person phones to say sorry it is normal wear and tear which is not covered. There always seems to be an excuse not to pay out especially on my building cover.</p>