Parents taken for a ride

I am absolutely appalled at the royal runaround my poor pensioner parents are experiencing at the hand of PSG Insure. About four months ago, they submitted a homeowners insurance claim for an outside wall that had collapsed at the southern side of their property. PSG is trying to find the most ridiculous excuses for not honouring their claim (like the wall hasn't been built properly in the first place), and their assessors and consultants are requesting the most ridiculous information (like an engineers report from 35 years ago) in order to honour their claim. Is it really that difficult to just be assisting a loyal policyholder for years, instead of finding every little excuse in the book not to honour a claim? Because of this I will certainly not ever consider PSG Insure to be my insurer of choice. Can the managing director of PSG Insure please contact my parents to sort this out! This is enough now.