I would love to Cook at home

2 years ago I bought a house that was financed by Nedbank which came with a built-in stove. On the 26th of July this year the stove tripped my electricity and flames could be seen coming from the oven. I reported this to Nedbank and they sent an assessor. a week later they send more people to assess the damage on Monday 2 August. I received and sms with the reference number C***. For 3 weeks now I have not been able to cook meals at home on a stove I pay for monthly through my bond and no one at Nedbank has called to explain to me what is actually going on. I called them today and now they claim the damage was caused by a melted plastic which \happens over time"and yet I'm am not covered for it. What irks me is that no one has been in contact with me about this and I could have called an electrician to take care of the problem long ago if I am not covered. No one is offering to send me the policy documents or calling to apologise because they have home cooked meals it seems. The lack of care they show to people they are in contract with for the next 18 year is really appalling. Dear Nedbank"