Poor pathetic service when submitting a claim.

It is appalling the rate a complaint was dealt with. A claim (24/096542) was logged for a boundary wall that was blown over by the strong winds and the claim was rejected due to poor workmanship. Firstly, the wall was more than 10 years old and we are only residing at the premises for 3 years. Secondly, a desktop assessment was done at the time of purchase and therefore nobody was aware that the wall was not built correctly. I am definitely not a builder. Standard Bank Insurance rejects the claim with this outcome and then a complaint ( 24/***6532)was logged to which the response was that they do "cover damage caused by strong winds and storms" but the complaint is closed due to poor workmanship. The staff member obviously needed to get rid of the complaint due to it being outside the turnaround time and now it becomes my problem. The staff member did not take note of the facts surrounding the claim. And the funny part of all this is that this is an insurance claim submitted by an employee of standard bank and has been in the service of the company for more than 20 years and if they can treat staff in this way I do feel for the general public out there who does not even work for this bank. The bank wants loyal customers but are they being loyal, I think not. Its all about getting the premiums monthly but not paying out the claims when the clients submit it. I am definitely changing insurance after this as they do not understand the definition of client service and they do not know how to deal with complaints. To this bank a complaint is just a query as no real effort is made to resolve the issue. Imagine you logged a complaint and go on holiday and no one even calls you to advise the outcome of the complaint or keeps you updated about the progress. You get back from work to find in your emails a notification that the complaint has been resolved and the outcome is the same as the original outcome.