Nedbank Insurance is just not willing to assist

My house insurance is with Nedbank, where my bond is. Last year I put in a claim for a burst geyser. It was the first time I ever claimed anything, in the all the years since I have been paying insurance since 2006 when I bought this house. The insurance sent a contractor to replace the geyser. In the process they removed my roof panels (sinkdak) and replaced them afterwards. In the process they also accidentally or through ignorance broke my other geyser’s pressure outlet. The geyser they put in continued to leak and break, and I had to have about 5 subsequent contractors sent her to fix/try and find the problem. It ruined my ceilings, which were replaced by the insurance. It has not even been a year, and now the roof is leaking where they lifted it up. I put in a new claim for the roof last week Wednesday. They sent a contractor on Friday. I climbed on the roof with him. It is clear that there was a shoddy job. Problem is, every time it rains now, water pours through my light fittings into the kitchen. I attach a video. I have phoned numerous times. I still have no response from Nedbank Insurance. I do not know if hey will fix it or not, and if they do not, I want a written document that says why not, so that I can take it to the ombudsman. The claim number on that is C*** and the person that is supposed to deal with it is Razia. Surname unknown. I have no direct email and no direct phone number for her. I have phoned every single day, and no update, no answer, no explanation. In the meantime I have had solar installed, and if it rains again and water pours through my light fittings again, and the solar trips or breaks, it will be a direct result of this.

What must I do to get movement on this?

Secondly, last week I put in a claim for what I suspect to be a pipe leak. Firstly, the contractor did not contact me to make a time to come, after I phoned numerous times, I finally got a hold of him. He came, didn’t do anything much, was totally dismissive, and left. I have since heard not a word from Nedbank regarding this. The claim number is C*** and the person supposedly my contact there is Chad McPherson. I have however not heard a word from him, but the contractor, Leak Techniques, called me and told me the claim was rejected. But I have had no communication from Nedbank regarding this. I phoned yesterday, once again, and this Chad is nowhere to be found. Some other person told me that Chad told me to send my own contractors quote and they are waiting for that. This is an utter lie, as I have never spoken to Chad. In the meantime Nedbank’s contractor contacted me and offered to do the repairs privately and sent me a quote.

In the meantime we are sinking into a bog here because of the leak, so I got my own contractor to start work and paid him. He did indeed find the leak, two leaks actually, under the ground and is fixing it.

Nedbank thought this is a great time to send me a letter regarding the update and renewal of my policy. I carefully read the policy and it clearly states there that water and pipes are part of the insured property.

Can you help me? What must I do to get a response from someone at Nedbank Insurance? To go to the ombudsman I am sure I need at least something in writing that states that they are rejecting it, not just the word of their contractor? Every time I try to talk to them they insist on calling the roof Storm Damage and I have repeated my story so many times that it is shoddy workmanship and negligence from a previous Nedbank appointed contractor, but nobody makes any notes it seems.

I am at my wits’ end. Is there anything more I could do to get something out of them? If I have to go through the call centre again I am going to get a stroke out of pure frustration.