Insurance claim mot honoured

Good day, Approximately a month ago I logged a call with SBSA insurance as due to the heavy rains I noticed that my boundary walls were falling down. Standard Bank Insurance then appointed their contractor to come out and conduct the assessment of the walls falling down and a few days afterwards their own assessor also came out. With still no reply from Standard Bank, I then proceeded to contact SBSA, however it was a nightmare trying to call into your Call Centre as for a few days I tried with no luck. Finally, I got through to someone last week that was very helpful and she had advised me that the claim was “Declined, based on there is a tree causing the wall to fall”. The wall falling has a water feature infront with no tree which she looked at the pictures and confirmed that was true. However said she will not change the claim but will escalate the claim. Still haven’t heard anything its been over 2 weeks now. To my frustration now, it was fine when I app**** for my home loan with Standard bank to send out an assessor to confirm that all the “Specs, including the boundary wall” was in order to approve the loan and now when it comes to logging a claim you want to be pedantic about the “nitty gritty” All I am asking is for you to pay me out for fixing the entire wall as I have had insurance over 10 years with Standard bank and expect a better service. I still have not received any communication from them. To this extent, please kindly note that my kids are playing outside every afternoon and I will not like anything of a serious nature to happen to them if the walls fall down as I will then hold Standard Bank personally responsible for any damages that may concede + I have a water feature that is in close approximately to the wall and if the wall falls down on it then the damages to replace it will be close to R14000.00. I trust we can have a quick resolution to this claim done as we are getting close to the holidays season and contractors will be closing soon for the season.

Regards Tasmeen Singh