poor service

On Monday morning 25 January 2021 I found that a section of my boundary wall collapsed. This was immediately reported to my broker who lodged a claim with Santam. After numerous follow-ups it was confirmed on 2 February that a contractor has been appointed to determine the damage. As the boundary wall it between my neighbor an I, he also logged a claim with his insurance company being OUTsurance. They send out an assessor and within 2 days the process in place from his side. No assessor came out only a contractor who indicated that he will have the report to Santam within 24 hours. After numerous follows up I received a decline letter on 15 February. This means 3 weeks have past already? The best of all, this is a standard letter and have a blanket approach, no addressing my problem. I am not a qualified surveyor that will walk past all boundary walls inspecting the state of the wall what to say about the soil content. I am not an expert, but this is ridiculous.? How can OUTsurance approve my neighbours claim, but Santam decline me? Did OUTsurance perhaps miss something or are they just more willing to help their customers. I have been in my property for almost 10 years and have never had a HOC claim? This leaves a bitter taste in my mouth taking that I have never skipped any payment even during lockdown and even with premiums increasing the whole time, never disputed or complaints. Now that I need help, my insurance company is looking for a quick escape not to pay? Guess what, OUTsurance already paid my neighbour half of the estimate in terms of the damage and I look like an idiot because my insurance company is not coming to the party. This is disgusting to say the least. Santam I noted has been in the news for all the wrong reasons during lockdown? Will you assist me, or do I need to look for an alternative insurer?