Non Existent Claims Department

I logged a claim for a boundary wall that collapsed in my yard, which was denied by the insurer based on the assessors findings that the wall wasn't built according to building regulations. Upon asking the claims consultant which year's building regulations were used for determining the building regulations I was told that neither santam or the assessor knows in which year my house or the walls were built...so my claim was denied on false information. I told the consultant that I would definitely be disputing the claim so I waited for the report to be compiled. Once the report was completed, I called the claims department and was told that the report was finished and it would be sent to me the same day. Skip to one week later where I have called more than 9 times, each time being told that I will receive my report that day. Mysteriously the consultant was never available in person, and every time I asked to speak to her directly I was put on hold for more than 20 minutes with no one answering. I asked for her supervisor's number only to encounter the same stalling tactic, with no one answering. What the hell more can I do to get the report for my own claim, on a policy that I pay for? Is Santam on purpose delaying sharing the report because they know they used inaccurate data to turn down my claim? My only option left is to go to the insurance ombudsman. I've never received service this pathetic from any insurer...and this from a company that all my family members recommended..