Insurance claim rejected for what i don't know

hope this email finds you well. I am writing to express my dissatisfaction with the service I received from SA Home Loans regarding my insurance claim. In 2023, our area experienced a earthquake that caused significant damage to our house, including cracks in the structure. Unfortunately, my insurance claim was rejected, leaving me extremely unhappy with the outcome, especially considering that other banks in the area have fixed houses affected by the same incident.

I would appreciate it if you could look into this matter and provide an explanation for the rejection of my claim. It is disheartening to see other institutions supporting their customers while I am left to deal with the aftermath on my own. I believe that my case warrants reconsideration, and I hope that you can assist me in resolving this issue.

Thank you for your attention to this matter. I look forward to your prompt response