nedbank homeloan insurance! bad service!

We lodged a claim to our Nedbank homeloan insurance on 23 March 2018, the property was registered in our name on 13 Feb 2018, first they declined our claim, and now they dont even phone us back, i sent emails to their complaints department, i received a sms on 5 April stating that Mr Morris is investigating our compliant, till now we did not hear anything from anyone. i just spent 37 minutes on the phone, being transferred from one person to the other, how is this possible? this is bad service from the start on this insurance, i turned down other insurance companies for nedbank, this is very disappointing, in the meanwhile we have to stay in a property with a roof that has been falling in, putting everyone in danger.