Nedbank house insurance

I lodged a claim for a damaged Worden garage door with Nedbank House Insurance around January 18, 2025. Initially, everything went smoothly when I spoke with the call center agent. The assessor was dispatched promptly and inspected the damage at my property. However, I was later informed that my claim had been rejected.

When I inquired about the reason for the rejection, I was told that the damage occurred a long time ago. I explained to the agent that I had left my house in December 2024 for a holiday and only returned on January 14, 2025. Upon my return, I discovered the damage and immediately made the claim.

I was promised a rejection letter within a few minutes, but after waiting for five hours without receiving it, I called the call center at ***again. I requested to speak with a manager and was connected to a person named Mr Joel Mashego. Unfortunately, he displayed a dismissive attitude and showed no interest in listening to my concerns. I reminded him that listening is an essential skill, but he continued to undermine my questions and insisted that Nedbank would not cover my claim.

My question is simple: Why is Nedbank, a company with a good reputation, refusing to honor what I believe is a legitimate claim? The assessor conducted a thorough inspection and found no issues. However, someone in the office is now claiming the damage happened long ago. If that were the case, I would have made the claim at that time because i have house insurance with Nedbank then, not now. I am simply seeking clear answers and fair treatment. my door is getting more and more damaged but am paying every month