DISHONOURING OF VALID CLAIM

I lodged a claim on damage to my building with my insurance dated 5 September 2017. The claim was for subsidence of my land around my house, and in turn the landslip has caused the sewer pipe joints and trap to shift, causing sewer to flow down to my neighbours house. Subsidence and landslip/slide is covered in my insurance schedule. The insurance sent out the assessor and he reported back to my insurance company dated 13 September 2017. The insurance then informed me that due to the assessors report they can unfortunately not honour my claim, due to this being a long term erosion problem which is apparently not covered in my insurance policy schedule. I disputed this outcome, due me being positive that this is landslide/subsidence which is covered, and requested a second opinion on the assessor. The agent said that I should refer to the t/c's which should have been issued to me on signing up for my insurance policy. I indicated to him that I was never referred to the t/c's on signing up, but only to the schedule. I mentioned that it is ********* to know want to refer me to the t/c's on claiming. Irrespective, the agent referred my case to the insurance manager to investigate further. I requested the report of the assessor from the agent to fami****ize myself with what he has indicated pertaining to my home damage. To date of writing this report I have not been furnished with this assessors report. 2days later I was contacted by the insurance manager and we discussed the claim further in detail as well as the t/c's which she then pointed out to me. Based on what I was informed that appeared in the assessors report, nowhere was it ascertained beyond a doubt that I am not covered for this type of damage. The manager informed me that she will research my case further and discuss this with her colleagues, and revert back to me in 3 business days dated 19 September. To date I have not been contacted, and after following up numerous times to speak to the manager I am not being assisted. Hence the reason for my report.