Insurance Claim

My house was hit by lightning and Nedbank fixed it, but the geyser element was also damaged. Now they want me to put in a new claim and pay a further excess. The geyser was replaced by Nedbank insurance not even two years ago. It is now more than a week and in the middle of winter. What is worse is the claim was never followed up nor did we receive a courtesy call to confirm if all was in order. The water taps kept on shocking us when we took a bath or a shower. It is now exactly one week that we have no hot water. I wonder what they would do if it was one of them, but excess they want! And then there contractors did not even supply a COC. I HATE Nedbank! I wish I could take my bond back to Standard Bank.