Claim rejection with an exclusion not on contract

<br> I registered a natural disaster that my boundary wall was damaged by the storm on the 16th of November since I have a Home owners Insurance. The claim was declined and reasons stated do not make sense we were told of exclusions that I was not made aware of from inception and they are not even on the contract. I am not happy at all with Nedbank. I need fair resolution about this, where is treating customer fairly on this?<br>