CIB & Guardrisk rejecting valid claims & not communicating

We are a Body Corporate for a small industrial park

We submitted 2 claims at the same time for damaged gates / track / motors / rail / palisade fence (either side) as it had been struck quite hard by reversing trucks

The claims are similar to each other - just different gates being the left & the right

The one claim is approved

The other rejected because of "Lack of Maintenance" and "ordinary wear and tear". The rejection letter includes the contract wording that excludes claims for "Lack of Maintenance" and "Ordinary Wear and Tear"

We attached photographs to the claims which clearly shows the damage caused by an accident - A gate smashed by a truck with the relevant force to do damage to everything attached to it cannot be written off as "Lack of maintenance and ordinary wear and tear"

It's simply a bureaucratic form of "plausible deniability" to get out of their obligation to pay out for what they take monthly insurance premiums for

And to add insult to injury, we have had no response to messages left for the persons dealing with the claims/rejection appeals. They're always in meetings. And we've had no response to our emails, other than an automated reply promising "We will respond to you within 48 hours either by way of e-mail or telephonically"

which has not happened