Bad service Nedgroup Insurance

I am writing this because my mom doesnt get any help or feedback from Nedgroup Insurance. She is 73 years old, paying around R670 a month, a 30+ member of this insurance company. For the past 2 years she has been struggling to get service from Nedgroup. When she phones the call centre, she uses around R100+ airtime because she must hold so long for the claims department etc. When she gets through and they eventually say the can help, she must first pay R1000 for them to come and 'fix' whats ever wrong. The last time they 'fixed' something was in 2019, the quarter rounds on the outside of the house were loose and the ceiling boards. The geyser valve leaked, they 'changed' it apparently and till today its leaking cause the wood to rot. They asked my mom, 71 at that stage, to climb into the roof to check if the work was done correctly???? They made her sign the job card for the things 'done'. 2-3 days afterwards some of the quarter rounds came lose again and since then she has been struggling to get help from Nedgroup. A guy called 'Andre' came out on 13/08/21 to 'assess' on the house cause my mom is refusing to pay the R1000 again. Andre stated that hey cant and wont help her causing its 'maintenance' that must be done, not damages done by weather. She spoke to an Antoinette (very rude over the phone), Iandre, Mandiel, Clement, Zanelle, Xholo, just some of the names that she can remember. My view is, if Nedgroup fixed the problems correctly from the start, the wood wouldnt be rotten, quarter rounds and ceiling boards properly nailed in to the building structure, 'Andre' wouldve have said that its a 'maintenance' issue! She's been paying for what? Cheat labour. Nedgroup likes to take her money but no service given. I wouldnt advise any one to take out insurance from Nedgroup - EVER! Just waste of money.