Nedbank insurance ****

I have been having a bond and insurance with Nedbank since 2009 In 2022 I have paid up my bond but continued paying my insurance with reference nedic I have never claimed for my house for a long time but i continued paying my premium monthly

This is reflecting on my bank statement

Today I called Nedbank to claim for my roof I was told that they do not have my records and they cannot process my claim

Now I am confused and frustrated Nedbank is a ****