Nedbank Insurance - Job not fully completed but closed as completed

I am utterly disappointed with the nedban service I received. I put a claim for my gyser that was damaged. It needed to be replaced. It was replaced with excess fee of R500. The service provider told me that the bank will send someone to come and replace the ceiling. I just made a follow up with the bank, they advised that I need to log a call for a new claim - for ceiling replacement with excess fee of R500. This is a total ******* from the bank. Why is this claim treated a separate. Why was I not informed y the consultant in the 1st place when logging a call that I need to get claim number for the ceiling as well. I'm not happy with your service nedbank insurance. I need my ceiling replaced, you can't do half a job.