Worst customer experience ever!!!

On fifth January 2022 I had a break in at my house I went to open a case at the police station and contacted ABSA to lodge a claim. An assessor was sent to the house, he assessed everything, took pictures , consolidated a report and he proceeded to submit the claim with all the relevant documents. On the 14 of February Absa contacted me saying that they will send an internal assessor soon but I will be informed as to when he will come. i have since been waiting for the assessor ,on 22 of February I followed up to find out what is the cause of delay. The consultant told me that an assessor has already been to my house. My claim was declined because according to him

I wish to know why the assessor came in my absence. How did he compile his report without thorough investigation into the property? Why would my claim be declined based on third party information (neighbor)?