Claim rejected

So I logged a claim with Nedbank insurance for cracked walls. The house is about to fall. That's how bad the cracks are and it happened overnight. They sent an assessor to the house. The guy was visibly not interested in what he was doing. He walked around the house for less than 5 minutes. Then he compiled a report stating that the cracks are caused by natural settling of the foundation. The house was built ages ago, why only settling now. I logged an appeal and I was told I need to get an "adequately qualified person" to prove their assessor other wise. My question is, why do basic checks with just an assessor instead of sending the "adequately qualified person" to do the initial checks to do a comprehensive assessment and then conclude. Is the reason for sending their clown assessor just to get a away from paying the claims? Or are they saving costs with the expense of clients and also risking the lives of their clients. I paid this insurance for 5 years. Is this the service their clients deserve for being loyal?