Standard bank will find any reason not to approve your claim

Paying our house insurance every month but when it comes to standard bank actually needing to pay or approve a claim for structural damage they won't assist. Our walls collapsed they sent an assessor (Unity) out that says our walls weren't built according to their regulations and he can't find a reason for the incident. My question is why do they offer us house and structure insurance in the first place if our walls don't comply. They should've sent an assesor out in the beginning when we bought the house almost three years ago. For example a car you have to take your car to a glassfit etc. they will send a report through to the insurance company and then they will say right we will insure your car. How do they insure a property if the walls don't comply to their regulations. They should've stipulated it in our contract with them but no when it comes to it its easier to find any reason not to approve the claim. There could've been many reasons why the wall collapsed for one during the course of the year our yard got completely flooded several times due to a blocked sewerage drain that ehurkuleni didn't maintain. The excess water could've damaged the wall. We have record of ehurkuleni coming out to unblock the drain and manhole numerous times. There could've been many other possible reasons for the collapse as well. We are not happy with the service provided by standard bank and the overall attitude. It's very frustrating. You pay insurance every month thinking that when something happens you are covered but with standard bank it's not the case you pay for absolutely nothing.