Claim Rejected Tree Too Old!

When they need you, the treatment is amazingly good, but when it comes to claims, you're more than an enemy. Last Tuesday Night (16-01-24) we had a terrible storm that uprooted a loquat tree in my yard, it damaged telecom lines and it fell over into my swimming pool. As a loyal premium payer to SBIB HOC, I was confident that this unforeseen occurrence will not be a hustle, so I called them. On creating the claim, they ensure they leave you happy as if they are willing to help, (sheep covering the wolf). Janine promised that they will get a tree felling company, a pool specialist and contact the telecom services, and I was to expect a call from these service providers before 11am of the Wednesday that I called. I did not worry much about my Internet service provider, because I had already reported that one and they are exceptional in service.(VoX). So I waited for SBIB. About 11:43, I got a call someone saying they are from the tree felling company and they needed to come and check, I agreed he comes, only to find out that it was the Banks Assessor. No problem, the assessor did what he did and advised that I call the Insurer back next day after 9am,which I was not happy with, I raised my concern about the water discoloration due to the tree debris, and he said I could move the tree, and he said, if I can clean it up, the Insurer will pay me back for the work done, because he has pictures of the incident. I did not move the tree, for safety and with high hopes the bank insurance will sort this out. I called the SBIB in the evening and I was advised there was no assessor's report, I was placed on hold whilst they contacted assessor, and only to be told to call back the next day after 9 as report was not ready. I practiced patience. All this is on my airtime, I called Thursday about 09:19, and got no service line went through and it hang up. At 09:27, I got a call from In-style pools, who said the Bank asked them to come check and assist on the pool, again raising my hopes high here for nothing. The person came, and left, and again did nothing at this point. I then received a call from Janine at 11:12, who was boldly advising that the claim was REJECTED. The reasons: 1. tree was old 2. Tree was not maintained 3. Pool pump is not damaged, working properly Like honestly, I am now supposed to tell the trees not to grow old because Standard Bank Insurance is not going to cover you, and if there is a storm please do not uproot? when weather is bad, and it is not raining, tree please do not dry out because Standard Bank is going to decline the claim? How on earth do you maintain a tree? I am suppose to call this insurer every month and pick which trees they will insure and which one they will not based on age and maintenance? Like really, but to be certain they collect a debit order every 1st of the month without fail. I am finding this very unfair and ********* reasons for decline. The Pool was full of debris that affected my water's PH, it needed cleaning , balanced back to what it was prior to the incident. I went through the policy terms and conditions, and nowhere does it state that you are insured based on the age of the tree. These institutions take advantage of people's money and come up with every excuse not to fulfill their promises when they sell theses insurances. I tried cancelling the policy and they come up with along list because the property is still bonded by Standard Bank. I believe it is within my right to get insurance where I want and where I know I get the service when in need. This is beyond poor service and anyone else I shared my experience with more than 100% agrees that they are robbing us of a paid service. I hurt my arm as I tried to pull that tree from the pool to avoid further damages to my water. I want that policy cancelled because it is a good as not having one. Lame decline reasons, Do I control weather patterns? So if the tree had fallen over my house, I would be sitting with no house right now with those rejection reasons? Totally Unacceptable. What is the point of having Insurance over the property Honestly. Cancel and I will insure with your competition who actually does better!