Boundary Wall Fell

My boundary wall fell on the 03rd February 2021 and I reported to them on the 04th February 2021. They never responded to my report and I kept on nagging them to attend to it. I am staying in a main road and its a busy area I couldn't wait for them to take so long to come and assess the place. So I then decided to call them and inform them that I will build my wall and keep the receipts as per their request. They promise to send someone on the 11th February 2021 to come and assess the place. The assessor came on the 11th as promised, then he rejected my claim saying that the wall was build above the level that was supposed to be done before the assessment. Unfortunately I didn't know about that as I was not told. Since then they never contacted me regarding the rejection of my claim. I decided to contact them again end of February as there was nothing coming up from them, that's when they told me my claim was rejected. Their contact is: *** and Email: *** My claim number is ***