Poor service

The claim was as a result of waching machine damage 3 weeks ago. I received a correspondence from official of Absa brolinx by the name Rosa Roets, Informing me that they are unable to arrange asser for me because im staying very far and it will cost them.Why i am paying my monthly premiums monthly if im struggling to get proper help. Therefore I should arrange accer own my side to check the prblm of the waching machine. I have arranged technician own my side and she's mentioning that she is not happy with his report & technician is not registered. Why is she mentioning now wen I'm requesting my refund? During our telephonic discussion and email she did not mentioned. I tried to address the matter with her Team leader by the name of Anneri Erusmus but instead she rep**** me in a rude manner and she was not helpful at all pertaining the matter. I'm very dissatisfied with the level of service that I received from absa