Service complaint

I'm not happy with the service I got with you people of Standard bank insurance. I made a claim on my house in terms of the damages done to my house due to the tremors. Contractors got sent to my house to evaluate the damages I got a call on Wednesday saying my my claim has been declined I requested that an email be sent with a reason of why my claim got declined. I got the email yesterday only and thats because i kept pastering you people. When I read the email it says my claim got declined due to wear and tear and I know what wear and tear damages look like and the damages to my house are too fresh to be wear and tear damages. So I wrote an email complaining about this and I also cc your complaints email address and I sent photos. I'm not very happy with the way my case has been handled I have two case numbers now because of me complaining with no avail you people do not take your customers seriously I know I'm not the only one complaining about this. It's either you send contractors who will do proper evaluation or I get all the money I invested in this insurance since day one of the past years until now. I have never claimed with you guys for the past years it's my first time making a claim this year.