Bad service from Absa insurance company

I have a bad experience with this insurance company, I made a claim in year 2020 and the contractor did unsatisfactory job,I called the bank and they advised that I deal with the contractor myself. The contractor run away,I went back to them and complained. They sent an assessor who rejected the claim altogether (they send an assessor who is bias and doesn't even look at the history of the claim instead he just gives a Verdict that suits the Bank not the homeowner)Yet I was specific that that was not a new claim but was a rework or correction of the mistake made by the contractor whom I thought was professional enough to carry out work perfectly. Remember I am new homeowner and have no clue how homeowner insurance works. Perhaps that is the reason they make me run around like a headless chicken. I contacted Ombudsman and all my efforts was like a drop in a ocean, no one from there did a thorough research to make a good judgment on my case. This proves that I am paying Absa insurance for absolutely nothing.