dishonest business practise

We currently banking with nedbank,,and we were advised and encouraged to take out a property and house hold contents insurance with their sudsidiary auto and general.The policy was opened and premiums paid.We then experiance a hail storm and our property was affected.We then lodged a claim which was declined without any written letter or document .We then contested the decline ,which was very dishonest,********* and unprofessional conduct from them ,not withstandinding the fact that we only agreed to deal with them because being with nedbank for sometime now.The claim was reopened and the damage assessed but declined once more.We are deeply disgruntled by this unfair practise and wwe can nt rest until the issue is resolved.