Nedbank HOC bad Service

On the 8th of April I logged a claim with Nedbank HOC about my spa bath that does the pump stopped working, they sent out an electrician very quickly, he advised that he needs to check the other side, so need to request a builder to open up the other side so that he can complete his assessment. I followed up a week later, when the consultant confirm and assigned the builder to come and open up, to date no contact from the contractor, I have followed up 4 times, just be told now that the claim has been declined due to some rust. This is an enclosed installation, passed by qualified Elec C&C...why the hell would it be declined, not as if i could do any maintenance there... but also the lack of service, worry of feedback by them is shocking. Really disappointed in the service received. Claim number C***