Nedbank lacks service

We have burst waterpipes and we lodged the claim. The bank's plumber came out and stood around as if they didn't want the job and spinned a story that it wasn't burst pipes. The bank's assessor attended and he said they are ridiculous and same was burst pipes with a lot of water damage. I am over 2 weeks now of waiting for the bank to get back to me to make arrangements to attend to the damage. In the interim I am sitting with a water account that is ridiculously high. I had to call the insurance again on my own and was promised the plumber would contact me that same day still. No call from them or the plumber. This is really bad service. Quick to take your premiums and very quick to call or threat and even sue if you go 5 cent in arrears but your insurance department and your business banking lacks service.