Standard Bank Insurance Claim

I sent through a claim for a boundary wall that is falling over. The claim was rejected because the assessor said the wall was falling over because of the roots of the neighbors tree, I have asked for a rejection report on numerous occasions. After finally receiving the report, there was nothing in the report explaining why the claim was rejected. The report mentioned clauses in the policy but not the actual reason why the claim was rejected. I have asked for a report detailing why the claim has been rejected, I've received nothing. I cannot go to my neighbor and say they need to pay for the wall because the roots of their tree have led to the problem. I need a proper report to explain why the claim was rejected. I have been unsuccessful is getting this report.