Nedbank insurance - complaint

I have been with nedbank as my personal bank for more than 10 years and recent I have never been so dissapointed with their recent treatment towards me regarding my household insurance claim. Around the 27th September 17 I logged a claim through nedbank insurance to have my pool repaired which had developed unknown minor cracks. An assessor was sent to the house on the 3rd October 17 and apparently a report was submitted back to the nedbank consultants. Time went by and no consultant from nedbank decided to contact me with feedback and I had to call them myself. I then spoke to gentlemen from nedbank of which I do no remember the name and he advise me that the claim will be rejected based on lack maintenance on the pool. I notified him that the pool does not require maintenance but repair cracks which had developed over the last three months. I even requested for the assessors report to be sent to me because how can a full assessment report be concluded if water was never drained to check properly the actual cause of the problem. Nedbank chose not to send me the report and so I decided to logged a complaint on the 10th October 17 and received a mail notification that my complaint has been referred to Morris Ngubo who will respond within 20 working days. Those 20 days went by with no correspondence either from nedbank or Morris. I sent another complaint on the 8th November 17 notifying them on how seriously disturbed in the manner in which nedbank is treating this matter and I notified them that I will be moving all my personal accounts, insurance and investments from nedbank to another competent bank. After all these years with nedbank if feel disrespected as a client. Only and I mean only this morning I receive a mail from nedbank notifying me that they are unable to trace any policy in their records and my claim will be rejected and close work item. Now I had spent just over R 6000.00 to repair these cracks because nedbank decided to give me a run around. I have a tenant in my house and it is unfair towards them because they are unable to swim and cannot wait for this long.

Kind Regards, Mr Khambi