Collapsed Ceiling Claim: Nedbank

I have had the worst experience with Nedbank home Insurance. My home loan or bond is registered with Nedbank, and my building insurance is with Nedbank insurance. In January this year (16th) the ceiling came crashing down in an outbuilding - luckily no one was in the room at that time. I registered the claim with them on the same day, but it took Nedbank 3 weeks to send out an assessor. Following her assessment Nedbank rejected my claim stating that the ceiling installation was not on standard, although the ceiling was installed in 2005/2006. meaning it has been hanging 100% for the past 21 years. I live in a mining area which has a lot of seismic events and earth tremors. I have registered a complaint with Nedbank and received confirmation thereof on the 9th of February. Following numerous effort from my side to make contact with the assigned complaints administrator, a Haylene Abrahams - there has been NO effort to contact me from her side. I have decided to share my experience here on Hello Peter in the hope that Nedbank would take my complaint seriously. In essence this decision of them to reject this ceiling collapse claim has the implication that no insurer will consider settling a claim of a collapsed ceiling, even if the building standards were followed correctly when installed. In my policy it is stated that damage to a building in a mining area is indeed covered. It feels to me that after 28 years as a dedicated client to Nedbank the insurer are looking for reasons not to pay me and not at getting an answer as to why it happened.