Disapointing Insurance company

Flood damage to wall. 3 Assesors inspected wall years ago and gave okay to rear wall. . They retracted their offer of an ex gratia payment.<br> I have been insured by them via ABSA private bank for many years. They cannot supply us with a record of Insurance claims made to them over the past 10 years. As you can imagine this makes us very angry and we will be changing insurers as soon as possible