Nedbank Home insurance

Good morning, on the 21 February 2024 I registered a claim for damages to my roof after 2 days of storms in Pta Sunday 18 February 2024 and Tuesday 20 February 2024 was the dates of these storms, they send out a service provider to inspect damages. The service provider came with a small car and a small ladder. I showed him the damages of leaking roof inside the house, then i showed from the outside that the roof is sagging. I asked him to get in the roof and assess the damage and he told me that he does not have a torch to look inside. So, I borrowed him a torch and joined him inside the roof to assist him in finding the cause of the sagging of the roof. We took pictures of 2 roof beams that has cracked, thus causing sagging of the roof. I have tried contacting my claim consultant numerous times without success. The people that i could get a hold of just say my claim was rejected but cant give me the reasons. I have requested the damage report and quote but they refuse to give it to me. I have 2 property's with Nedbank and have been paying every month for more than 20 years and this is the treatment I get. I just feel that they get their money every month and don't worry about their clients we are just a number to them.