Nedbank Home Insurance is disgusting!

I have a house insurance with Nedbank and it is by far the worst insurance experience I've ever had. Numerous of our claims are rejected due to "wear and tear" When you insure a house that's over 20 years old, surely wear and tear is to be expected? Or am I expected to replace everything so Nedbank finds it al in brand spanking new working condition before they insure me?

Now my geyser has stopped working. It stopped in March, we claimed they sent a plumber who replaced the thermostat 3 months later in June it stops working again, right in the middle of winter It's been alomost a week without a working geyser with 2 young children, nedbank is dragging their feet First they said they are awaiting a report from the plumber they sent Then we once again had to follow up today, which is when my husband was told they received the report but didn't inform or update us When he asks what is the way forward they say they do not know When he asks what did the report say, he is told the report says we the owners requested that the previous plumber who installed the thermostat in march should come back to fix the issue.

In all this, there is zero communication No way forward Installments are being paid on time monthly however we are stuck with cold water in the middle of winter

I'm disgusted at the total lack of regard and compassion towards us as customers