NEDBANK HOME INSURANCE ARE ******** DONT WANT TO PAY FOR CLAIMS

well I am very disgusted by the treatment I received as a paying client as if they doing me a favour, on Monday 9th of November I call through to log in a claim for my ceiling which was caving in right, an assessment was done on Monday and that was the end of it. We were not called nor mailed of anything I mean from the claim number until I called in on Friday morning only to be told I will be contacted by my claim handler and nothing still no phone call from nedbank I then called in later and was told to hold the line for over 20 minutes only to be assisted by a very rude lady who then told me my claim was rejected because I need to to maintance on my roof i am super angry, I wonder if she has any clue of what she was talking about because i am into construction myself and I was completely lost. I have been their client for over 15 years and in that 15 years only claimed once for the geyser burst i am still awaiting all correspondence including the rejection report i mean 2 days later and still no rejection report. I fail to understand why there was no follow up from their side and I was the one phoning using my airtime only for a consultant to hang up the phone whilst still talking its really uncalled for people treat business as if its their houses and they can act up on their emotions any how they feel like mean I pay for that phone call i called and not nedbank i also pay my premium every month without fail and I am treated like trash mind you even the assessor didn't even go inside the roof for a proper inspection VERY UNHAPPY CUSTOMER