Claim Denied with out An ASSESSOR

Standard bank insurance is the most unreliable insurance company to be contracted to. My room flooded during the storm that occurred in Durban during the new years eve and newyear 2021 weekend. My room cupboards that was fitted in 2017 soaked up water. I reported the claim around the 3rd when I got home.A built in cupboard company came to my house did an assessment and thereafter I had tried numerous times to contact Standard bank insurance to no avail.Finally in March 21 I got hold of a consultant who promised to send an ASSESSOR out to my home the following week. Instead of an ASSESSOR coming through, I received a letter of DECLIONE. .... I just don't understand how a claim can be turned down with out an assessment.