Incomprehensible claim decline by Standard Bank Insurance

I submitted a claim for a wall that collapsed due to intense rain experienced in Pretoria on the evening of 10 Jan 2021. Standard Bank declined the claim stating that the wall was not build according to required regulations. When I bought the house 13 years ago Standard Bank bonded the house and accepted our monthly insurance payment after not bothering to check whether the wall was build according to the so called requirements. I have lodged a dispute with Standard Bank since they have not provided me with the so called regulations. They have gone radio silent. I have also obtained an independent view from a building contractor who disputes the finding of Standard Bank. The report of the building contractor was submitted as.part of the dispute lodged with Standard Bank. Failure to respond will necessitate me to lodge a complaint with the Insurance Ombudsman for this atrocious insurance service rendered. The insurance companies of the neighbors with whom I share the wall paid them out within two weeks after incident. This is an indictment on Standard Bank since I have been a.loyal customer of the bank for over 30 years.