Still waiting

Don't even know where to start. The massive storm that blew through JHB on the 30th of Oct blew over our front boundary wall. I had contacted Miway just after and was told we would have to wait till Monday to claim, ok fine. Called Sunday just to be sure as it was super nerve racking having to sleep with no front wall for protection but still wait till Monday, Monday came we placed our claim and waited. It took 4 assessors and eventually an civil engineer to come through during the next 2 weeks to give them feed back, each contradicting the next. Yes it should be replaced, no its shouldn't. Anyways just over 2 weeks later, claim is denied due to poor workmanship... before I go further, poor workmanship? is this then our fault? we bought the house like this, we are not structural engineer's so how are we to know something is not proper.. if insurance can take your money and assure you you will be covered then why not send assessors BEFORE debits get taken to tell us they cannot cover us until such and such is fixed. I mean I even understand this clause if it was us that built this wall and we failed to comply building standards.. but no it wasn't us, we had been living in this house now for 7 years with no issues. (By the way, probably a ton of walls in our neighborhood were also effected etc etc) so anyways, ok fine, now we lodge a dispute and we get an email saying it takes 14 days , now again please note our wall is still down and we are sitting ducks, what grates me here is all this time anyone can walk into our house and do god knows what risking our and our children's lives and what if that does happen, do I even have a claim then to get back my valuables? probably not because we HAD NO WALL!!! 14 days come... 14 days go. I then send follow up email at 14 day mark and get a reply we will get back to you.. ok fine I reply, you know what even if we pay half - half but please can someone get back to us... NADA. 7 days later I send another email.. this time not even a reply. So here goes my complaint. I have been a Miway LOYAL customer for years, converting my husband, joining our policies, and in this year still moving from my previous building insurance to our existing Miway policy because why.. because I thought you know what these guys are just tops, i don't want to deal with anyone else. Now, I feel like an idiot. Once upon a time I used to feel like a customer with Miway, like part of a family... now I feel like a number and my poor little debit they get from me is dispensable, a debit by the way that keeps going off with out even a email to apologize for a delay. Anyways, Covid has been tough on my family, my husband has lost his job and I have been trying my very best to keep our household above water, cutting many things to do this, I refused to cancel our insurance in the fear something like this would happen. HAHA and it did... HAHA oh the irony that insurance doesn't even cover us. I feel like I could put that money in a savings account every month, and accumulate and should something happen fix the issue in a few days with NO DELAY. Miway has taken thousands upon thousands from us for years now, and want to disapprove a small claim to fix a wall. MONEY I HAVE PAID TO THEM and I have NEVER missed a debit, I am not even asking for a handout. COMMON. Anyways, my post here is in HOPE that someone in the Miway department will see this and actually give me some feedback for a change. I would appreciate it if we can get real person who has feelings to get back to me and not the robots that we have been dealing with that have no sympathy for what we are going through. I do apologize for the harsh tone but I am sure you can apricate my fear and vulnerability. Regards Michelle --