Nedbank Homeloan and Insurance incompetence

The insured value of my home was DECREASED by R650 000 2 years ago and Nedbank Homeloans and their Insurance department cannot tell me why. They now want me to pay an additional R3000 insurance to set it right but I'm not getting any explanation. I'm also paying a monthly amount for home insurance as well as an annual amount that goes off, which the person in the Insurance department couldn't tell me why. He tells me to contact homeloans. Today Homeloans tells me to contact their insurance. I also asked for my statements which I haven't received since 2019 and I'm just told to contact Insurance at Nedbank. Now the Insurance at Nedbank will tell me again to go to Homeloans.