Damaged garage wall

I am utterly disappointed in the way my claim has been handled by nedbank service provider. My garage wall has cracked and am afraid it may cause more damage to my belongings and property. As such I expected nedbank to assist in paying for the claim as I have been a loyal client, fully paying my insurance cover without fail. I feel ****** that I'm paying a premium every month but now that I want to claim they decline my claim. Yet they are the very same provider that approved/granted my home loan - meaning I bought property that was fully assessed and approved by them good enough for me to buy. Now that I'm claiming. They now want to give me reasons not to pay for my claim. Why was I not told prior of problems that I may encounter with the property or building.