Disappointing Standard bank homeowners insure

We recently purchased our property through Standard bank ,and it was an awesome experience Bond approval in less than two days

Now on the very same property ,Our boundary wall has collapsed ,from the recent storms and our claim was rejected : My entire experience on this matter has been a nightmare ,and no one actually cares 1. We had to hold for more than 25 minutes before we can to a consultant (everytime) 2. I had to call to chase status on my claim ,and after 1 and half weeks of chasing I hear the claim was rejected 3. I still don't exactly know the reasons for rejection Date of incident : 17 March 2018 Claim number :18/021554

I would like to escalate this matter as I am getting support or assistance from the normal channels and my family's safety is still at risk Kind Regards Mrs Pillay