Unfair Settlement

On 19th October 2017 my wall collapsed due to the bad weather. I contacted Standard Bank Insurance Brokers and spoke to Edward Tshabalala who said he logged a call and gave his name as the reference. I waited for the bank to call me or sms me with feedback, received nothing. On Friday 20th October 2017, I phoned and waited for over 1 hour before a consultant answered who advised that no call was logged. This was very upsetting as this was down is a security issue. On Tuesday the 24/10/2017 I called the bank again and waited for an hour to get feedback. The consultant told me to get my own quote and forward it to them. I got the quote and emailed it to Standard Bank. The quote was for R36 700. On the 26 October contacted the bank and was told that they will only payout R4 900 and nothing for the betterment of the property. I disputed this as the R4 900 would not cover the labour and materials. Ever since I have sent numerous emails and spoke to the manager Palesa Mokone for a fair settlement. Palesa arranged to get Standard Bank’s Band B Contracts to do a quote to have the wall replaced with no betterment. I have made calls and sent several emails to get a copy of the quote that Standard Bank’s contractor obtained. I was told to contact their contractors for a copy of the quote. When I contacted Band B Contracts, they refused to give me a copy of the quote. I, then sent an email to Standard Bank to provide their provided contractors quote. I stated why are they not providing with the quote and if they have something to hide? All I want is for the collapsed wall which is 12 metres to be built as it was with no betterment. I feel I am being treated unfairly as the R 4 900 does not cover the materials and labour. I have told Standard Bank that I am worried for the safety of my family with the collapsed wall as I have a sick mother who had a bypass and is alone at the house. Please help for a fair settlement – DESPERATE