Sa homeloans quick to take your money not quick to fix

I have been a client of SA Homeloans for years. I put in a claim now due to a tree falling on the wall, it took 2 weeks with a whole in my wall. For them to tell me sorry sir we won’t fix it. But I had to call them to find this out! Sorry sir we not going to fix your wall because on google we can see that the wall was about to fall. What are they god? How would you know that a tree is going to fall. We had a storm, it pushed the tree.