Homeowners Insurance - Customer doing the work of the claims consultant

I logged a claim for home owners insurance for the ceiling boards which are cracking and caving in early May. The claim was given to Ursula Jacobs to handle. She appointed House and Home to evaluate the damage and then appointed an assessor 'Bruce' to give a second report. Both the repairer and the assessor verbally advised us that the damage inside the house is due to poor workmanship, which was a design error when we bought the house. The 2nd issue outside the house over the garage was not part of the initial claim and both the assessor and repairer reviewed this when they looked at the house. Nedbank declined the claim based on what I assume is the issue outside the house, with regards to the ceiling collapsing inside the house, what the claim was actually for, Ursula had no solid answer for me on why it was declined. I've asked for the assessor's report, the quote provided from House and Home for the interior of the house and a formal letter of decline in order to completely understand why, however to date, I've heard nothing from Ursula.

Calls to the Nedbank Insurance call center are answered by people who handle multiple insurers, then passed on to Nedbank call center staff who have no idea which department she sits in, or they are not sure if she is in or they offer to 'send her a message to call me back' - to which I've had absolutely no response.

I've done my own research and discovered that design faults and poor workmanship are not the fault of the home owner when the home has been purchased as a complete structure. In fact, the mortgage assessor should have picked this up when they did the original assessment for the home loan and noted it as a possible continuous risk for insurance. Nedbank did not do this. In addition, a previous claim had been put in for this and Nedbank repaired the ceiling and still did not note that this will be a continuous risk. If I had moved the insurance to a different provider, this issue would have been covered.

I also noted during my call to Ursula that if we call through to claim for every little crack in the house, with the housing development rock blasting across the road from our home, I would be calling though other month, which is also not ideal.

I'm disappointed in Nedbank. The contact center experience was literally 20 minutes of my life which I'll never get back going from 1 person to the next. The lack of feedback from Ursula or her stand-in if she was out of the office and the lack of a logical reason for decline are not only a waste of frustrated time spent chasing on my part, it's also pushed the customer experience right into negative. If I could unbundle this insurance from my home loan, I would, immediately.