Standard Bank Building Insurance Assessor makes false claims without doing assessment

Highly disappointed in how a claim has been handled by Standardbank Building insurance. A car lost control and crashed through our perimeter wall, we logged the claim on the same day, 20 February 2022, and followed up the next day, we were told the agent we spoke to on 20 Feb never logged the claim and we had to re do it on 21 Feb. Initially we were told because it is an emergency for our safety we can get a builder to start repairing the wall immediately. On 22 Feb we were told we are not allowed to proceed with the repair before the assessor came to site. I called the assessor who told me he had just been assigned to the claim and that he had not looked at it yet, he then told me the wall was not built according to standard?! How is it possible for him to factually know that if he did not look at the claim or visit the site to do an assessment? He further said he will only come out in 72 hours. So until then our property is open to anyone who wants to walk in, we have no safety to our property,pets or family until the assessor comes. There is no sense of urgency, and the assessor already has bias towards us as he believes the wall is not up to standard without even inspecting the site. How is that possible? I have been a client of Standardbank building insurance for over 11 years, my premium has always been paid up to date with very view claims and this is what you get when you actually need what you are paying for.

Absolutely shocking and disgraceful!