pathetic treatment from the Nedbank home insurance team. No professionalism nor honestly!!

I have a home insurance with nedbank infact I took over my husband after he passed on in 2020. I changed all details and changed the insurance to my name. On the 31st December 2021 my wall (fence) fell due to heavy rains, it damaged the house wall and two of my windows broke into pieces, I then contacted Nedbank home insurance as I knew that I had been paying and up to date with my payments. Firstly they told me I’m no where to be found… a day after they said I must contact auto and general, off which I did and laid a complaint, they came in for inspection and then a week later my claim failed and the reason for that is “the house fence that damaged the house wall and windows is not part of the house insurance”. I’m truly failing to understand this statement, I cannot find the logic in this statement.

What is the point of insuring the house seriously…