Nedbank Insurance

I have a home loan with Nedbank and subsequently structural insurance through them. I first reported a claim for leaks in my roof beginning of June 2015. An assessor was sent out and he found cracked roof tiles where the leaks are occurring. He pointed out the cracked to be those directly above my geyser. That made me believe that when I put in a claim for a new geyser a few months back is when it got damaged as they insurance approved plumbers had to remove it to remove the old geyser and fit the new one. His assessment and recommendation to insurance was to reject the claim. So I called Nedbank Insurance and explained why the tiles are cracked. They then sent out another assessor 2 weeks ago to assess the damage. On this visit the assessor sees the same tiles and also notices that the geyser is now leaking and the overflow is damaging the ceiling in the main bathroom. 2 weeks have passed and the damage is only getting worse. Nedbank Insurance have promised call backs and solutions but all I'm getting is call backs and having to explain to 3 different people what the situation is. No solutions, no repairs to the damage. I would like this matter resolved immediately! HELP!!!