High Monthly Premiums for Non-Existent Service

I’ve logged a claim with Nedbank Insurance a month ago. An Assessor came by my house to inspect the damages. After 2 minutes he went outside and disappeared never to be seen again. Prudence was assigned as my claims consultant. Everyday for that week I was trying to get hold of Prudence but she was never available and I was promised that she will call me back. Eventually after getting hold of Prudence I was told my claim was rejected and a report will be sent to me. Its been over a month and I received no report and no valid reason for the rejection. I’ve contacted several Nedbank staff but nobody can find a report to provide me.