claim lodged in December for repair of toilet

My Sister In Law,Wendy Jason Lodge an insurance claim to have her Toilet repaired at the end of December at the nedbank call centre on *** and was told that a plumber will be dispatched to look at the issue. She has not had any visit or call her since. She has called the call centre a few times since then and keep being transfered to department after department. The only information she was given was that there would be an excess of R750 but no service since then. The family have been sitting with a leaking toilet and now have to switch the water off to prevent the house from flooding. The has now been going on for a month and a half with noone from Nedbank contacting her about this issue. She has a bond held by Nedbank for more than 10 years and this is the service she gets when lodging a claim.Disgusting.She can be reached on Wendy Jason *** or her daughter on (Simone Jason) ***