No feedback on rejection of Insurance Claim

A claim was registered for a damaged wall and an assessor/contractor appointed. He came out to inspect the damage on 17/02/2015. We waited and waited to hear from the Insurers but they did not get back to us. No call, no SMS, no e-mail, nothing - bad business!<br> <br> Eventually we called the contractor on 05/03/2015 to find out what was happening and were informed that they had submitted their report to Standard Bank but couldn't divulge what was in the report. On querying it with Standard Bank we were informed that our claim was rejected as it is a retaining wall. It is not a retaining wall - it is a boundary wall! In any event we requested a copy of the Assessors Report, reasons for rejection and a copy of the wording of the Clause pertaining to boundary/retainer walls on 6 March and then again on 23 March. <br> <br> Needless to say by the 30 March they still hadn't provided us with the requested information nor acknowledged receipt of our correspondence. We then posted a complaint on Standard Bank's website on 30 March and there still has been no feedback.<br> <br> We have had this policy for 15 years. This is absolutely shabby treatment. Will someone please provide us with feedback.