Nedbank Insurance bad Service!

I have been a Nedbank client for over 20 years and and a home insurance client for over 10 years and I am really disappointed in the service I have received. I logged a claim with Nedbank insurance on 24/08/22 for my built-in oven and hub which stopped working. On the 25/08/22 an assessor came out to inspect it and according to him the power supply has melted away causing it not to work. I followed up on Friday 26/08, Monday 28/08 and finally on 31/08 Nedbank said they would contact me during the course of the day. No one contacted me, so on the 01/09 I called again for feedback and Nedbank told be my claim is rejected due to the age of the oven and hub. This is totally pathetic service because If it breaks it should be covered under the household insurance as it is built into the cupboards. This is not a free standing oven and hub. I have never had any issues with the oven and hub before, and this is the first time that something like this has happened. Something must have caused it for example a surge or spike for the power supply to be totally melted away. Either way, I would expect Nedbank insurance to cover and replace it as I am paying insurance! Regards Mr. Daniels