*********** claims handling

For 10 years I have paid Nedbank Homeowners Insurance and have had 2 claims paid that I can remember. Recently the pressure valve was damaged by grit coming in the municipal water pipe. The plumber we usually use came in on a Saturday morning and fixed it. When I put in a claim I said it had fixed it and I sent the invoice. Nedbank Insurance sent someone to check that the work had been done and I was sent a message that "No work done" by the insurance plumber. No work by the insurance plumber because it had already been done at the time of the incident. So why was I not compensated for the work done by the plumber on the day that it happened? The insurance plumber was looking to do the work because he had not been given the right message that the work was already complete and all he was there to do was assess.