Nedbank HomeLoan Insurance

On the 15th of June 2024, I informed Nedbank my home insurance about my garage motor that needs to be replaced. They responded with a rejection letter, indicating that they're unable to assist me. I have been banking with them for 19 years and after so many calls and emails sent they're still bypassing the fact that this is part of the house that's under their insurance. My Dispute Reference number is ***9.