They decide whether or not damage occurred, not the assessor

The dictate to the assessors what damage was caused and pay out accordingly, I have the emails and photos showing the damage which Standard Bank refuses to take responsibility for.

In this instance, a geyser pipe burst and damaged BIC to the point that they were pulling off of the wall. It took STD Bank a month to send out the assessors, they then ignored me for a week before instructing the assessors there was insufficient water to cause such damage and they must re-asses.

This was told to them despite their report and original photos, which (once I finally received same 2 weeks later) matched the photo's I took.

Standard Bank refused or evaded my questions and requests for the reports and quotations.

Since when does the insurer decide whether or not damage occurred?

They have lost a private wealth client of 14 years because of this.