Pathetic services

I had submitted a claim in behalf of my granny who is 78 years old. The claim was due to the recent rains our boundary wall and kitchen units were damaged. We received a call informing us thay private assessor will do assessment. The assessor arrive at our residence with only his cellphone he took pictures and assessed the damages which I claimed was damaged due to the recent heavy rains which also caused localized flooding. On the 23rd October 2023 I had received an email from standard bank insurance declining the claim as according to the assessor the damages are due to wear and tear. On the 29th October I responded to the complaints departments of standard bank requesting clarity how did the assessor come to the conclusion however the response from the insurance was that the damages appear to be pre existing and not due to the storm. The boundary wall appears to have cracks and moved from its original place. Again I was not happy I had then submitted a request to the onsbundman on the 2nd of November 2023 requesting their intervention on the matter as this is 2024 the new modern day times the assessor cannot make such bold claims without providing evidence. My email included facts the satisfactory emails whilst engaging with standard banks and included Pictures of the damages and our drainage so the damages are definitely not due to insufficient drainages within our property. On the 29th of January 2024 I had receiced a response from the onsbundman claiming that standard bank are well within the proximity of declining the claim without proving clarity on my question. Unhappy with the satisfactory response and information provided by the onsbundman I thereafter responded with an email on the 20th of February 2024 detailing our dissatisfaction and provided evidence in recent articles of the flooding the damages caused by something that we has insurance policy holders cannot have control off. After numerous of calls and follow ups I received a formal letter from the onsbundman claiming our insurance standard bank is well within their right to reject their claim and should I feel unsatisfied with the resolution of the letter I should obtain ab expert to provide us with a report to submit to the insurance at our cost. Now my granny sis 78 years old she receives a pension where must she obtain monies to obtain the serves of an expert to retrieve a report to submit to standard bank. It's almost at the onsbundman are not being fair on the part with providing justifications on customers who are paying monies to ensuring the homes are safe from flooding, fire or unforeseen circumstances. Standard bank needs to step up their game or lose customers. No such claim can be rejected due to wear and tear. How can we main a boundary wall if it's moving did my 78 year old gran move it. It was due to the rain the land slip covers such.