Nedbank insurance money collection scheme

I have had the displeasure of dealing with Nedbank insurance on a household claim: 1. Nedbank appointed a service provider AND sends me a note to contact their appointed service provider 2. After work is done, Nedbank does not come back to me on their service provider report - i had to follow up with them. 3. Upon follow up, Nedbank tells me i have to lodge another claim for resultant damage THAT i notified the consultant about when i reported incident.