SA home loan building insurance claim

22 April my retainer wall collapse because of the heavy rainfall and food. SA homes sent their engineer and assessors out to quote. After numerous calls the consultant handling our case requested we submit quotes to them then they will pay-out soon. We contacted him after two weeks. He then said claim was too high. It's over 3 months since the incident occurred. Our yard is in a mess. The kds cannot even play in the yard has it's a hazard. We pay insurance every month and expect when we have a claim to be pay out with no excuses but it's not the case now.