Delayed and dismissive responce

I logged / locked a call for geyser repairs with Nedsurance(home insurance) with Nedbank in Dec 2015. A supplier was called in to fix the geyser. Whilst repairing the geyser, there was water spillage on the ceiling with the service provider inform the insurance.<br> <br> In short, Nedsurance have not responded to emails I sent, they were bit arrogant when I called in Jan 2016. I am told I need to pay extra R1000 to pay excess for another supplier to be dispatched. <br> <br> I pay monthly for insurance to cover any unforeseen damaged in my house, but I always struggle to get help from Nedsurance. to date No one has contacted me regarding my complain. Am I taken for a ride and expected to pay another money to insurance that supposed to fix the problem, as this was not a new claim.<br> <br> I am so disappointed and plan to move my account to other banks. <br> Nedsurance has left me frustrated and have no else to look for help