NEDBANK INSURANCE ROBS HOMEOWNERS!!!

I BOUGHT A HOUSE IN 2014 AND NEDBANK FINANCED IT WITH THEIR HOMEOWNERS INSURANCE. UPON PURCHASING THE HOUSE THE INSURANCE SENT OVER THEIR ASSESSOR TO ASSESS THE PROPERTY. IN THE BEGINNING OF JANUARY 2021 I LODGED A CLAIM FOR ROOF DAMAGES AND GUTTER REPAIRS DUE TO A HEAVY STORM WHERE WATER IS COMING INTO THE HOUSE THROUGH THE ROOF AND CEILING. A MONTH AND A COUPLE OF ASSESSORS LATER I HAD TO CONTACT THEM ONCE AGAIN TO FIND OUT WHAT IS HAPPENING WITH MY CLAIM. AFTER HOLDING THE LINE FOR 30 MINUTES A LADY ANSWERED AND ADVISED ME THAT THE CLAIM IS CANCELED DUE TO THE ASSESSOR STATING THAT THE ROOF AND THE GUTTERS WERE A DEFECT AND THEY DONT COVER DEFECTS.SHE THAN STATED THAT THE ROOF WAS COVERED IN 2017 AND WILL NOT BE COVERED AGAIN.I ASKED HER WHAT ROOF DAMAGE DID I CLAIM FOR IN 2017(BECAUSE I KNEW I DID NOT CLAIM FOR MY ROOF AND I ONLY CLAIMED FOR MY GUTTERS.THIS WAS DUE TO THE VERY HEAVY STORM WE HAD IN DURBAN IN 2017.)SHE REP**** THAT I CLAIMED FOR GUTTER DAMAGE IN 2017 AND THAT FALLS UNDER ROOF REPAIRS SO THEY CAN NOT APPROVE THE CLAIM. THIS IS RIDICULOUS, I BOUGHT THE HOUSE IN 2014 AND I DID NOT DO ANY RENOVATIONS TO THE ROOF WHAT SO EVER. NOW THE PEOPLE WHO FINANCED AND INSURED THE PROPERTY TELL ME THAT THEY CAN NOT PROCESS MY CLAIM DUE TO DEFECTS. WHY WOULD I INSURE MY HOUSE AND PAY THEM FOR 7 YEARS FOR MY HOUSE AND PROPERTY IF SOMETHING LIKE YOUR ROOF CAN NOT BE COVERED.YOUR ROOF IS A MAJOR PART OF THE BUILDING. TO TOP IT OFF THEY SENT MULTIPLE ASSESSORS TO THE PROPERTY.THAT MEANS THE FIRST ASSESSORS WERE NOT GIVING THEM "THE RIGHT FEEDBACK THAT THEY NEEDED". IM ABSOLUTELY FLABBERGASTED, I NEED NEDBANK TO SORT THIS OUT AND IF ITS NOT SORTED OUT SOON IM GOING TO LODGE A COMPLAINT WITH THE OMBUDSMAN.