HOC claim rejected without explanation and refusal of rejection letter supply.

I have lodged a HOC claim due to roof leak with claim number C***. There were no response for the past full week and few days despite i have to call their long waiting call Centre. 2020/11/16 (13h03) consultant (Reagan and Mandy)- made a follow up on when the assessment will be conducted - i was told the contractor was appointed and will be in touch shortly which never happened. 2020/11/17 (13h19) consultant (Kgomotso)- i was told the agent will consult me which never happened. 2020/11/19 - called in again, consultant ( Vuyo)- i have raised my concern regarding poor comminication within my claim as no body is communicating with me. i have highlighted the past Racial problems i have encouted as a result of contractors especially in western cape. i requested that the contractor either fulfil his obligation or imidiately be changed. during my request i have been put on hold then referred to another person who seemed to be biased on my issue. shortly after i droped the phone, a service contrator called me and explain a chain of events which has nothing to do with me, then he promised to attend to my issue. and out of my suprise, in the evening the same day i heared thee was some guy come and asses all the ****ages and left without even saying anyhting to the lady in the house or me. then the silence contnues until i start quiring again without success. 2020/11/23 (11h45)- consultant ( Advise Makhubela and Ashley)- i have raised the concern regarding my claim handling process and undermining tactics within the process and when my call was refred to Ashley i was advised that a second contractor was contracted on Saturday (2020/11/21) will be in contact with me shortly, which until today that never happened. 2020/11/24 - consultant ( Zama and thokani or tokai ), Zama referred me to this rude, confused and arrogant consultant that has a worse poor listening skill for a century. i raised the concerns and negligence that i am suffering through this process. this lady boldly told me my claim was rejected. she cited the reason that my house was insured by nedbank on the bases of good faith and the water proofing leaks are caused by age of the house and someone has tried to put water proofing to prevent the further leaks. so i asked her for the rejection letter which she arrogantly refused after i cited few issues of dissatisfaction. 10h00- i called again consultant ( Ntombhi and Elsie), Elsie checked my claim and she asked me who confirmed that my claim is rejected, she put on hold for sometime and after a long hold. she told me the back office is busy and i could tell she was not comfortable in giving me the feedback of what might had transpired at the background. except she told me that she will call me when the rejection letter is ready. this as well is a form of denying my right to information regarding my insurance.

1.Based on my request to change contractor as i was ignored, i felt my rights are being compromised and i felt i am treated based on my ethnic group ( Black) as this is not new in Cape town despite i have ignored it. 2. i am insured and the premium are collected monthly hence my property is insured under good faith. this statement is a racial insult as well. i bought a house and insured it with Nedbank and now is leaking and damaged ceiling and walls which is anticipated to cause more severe damage if not attended soon. 3. i am denied the rights to know the reasons of rejection in an official manner which is in writing no body wants to be involved. 4. when insuring the building are we not suppose have assessment especially the insurer is the same finance company. i am totally dismayed with the treatment that Nedbank has subjected me in to despite being their client and my right to fair bargaining practice has been compromised.