No feedback, no response, no management available

I am very disappointed with the service I am receiving from Nedbank building Insurance.

We experienced a very bad storm, we suffered damage to our house, we registered a claim on the 1 November 2020, it is now the 30th November 2020, our neighbors experience the same problem, there insurance fixed their damages already, my house is more maintained then my neighbors.

No one called to give feedback or updates, the wind and the heavy rain lifted the roof tiles and it rained in, it caused water damage to our ceilings and our lights, (what maintenance needs to be done to this, as roof tiles is generally loses), on the other side of the house we had pool heating mats, which the house was bought with and Nedbank evaluated the house and have seen this, if it was not supposed to be on the roof or installed wrong, why did Nedbank not inform us, as we not subject matter experts and as we the owners, the asset is not fully paid yet, so the repair and the guidance would have been in Nedbanks best interest. If we had know we would have removed it. The metal roof on a different section was blown off and was told most *****s came out due to the storm by the Nedbank assessment team. (what maintenance was supposed to be done)

The claim handler is never available, when we ask to speak to a manager, not one is ever available, the phone is been dropped in our ears, I wrote complaints to Nedbank complaints no one responded. I called no joy,

We had two companies come through and telling us not to worry it will be fixed both sent by Nedbank:

Nedbank Insurance: Please note inspection by OESCHGER LOSS ADJUSTERING AND FIRE INVES for claim C*** will be done on 03/11/2020.

And

Nedbank Insurance: Please note inspection by ITHEMBA HOME BUILDERS for claim C*** will be done on 03/11/2020. Phone *** for any queries.

The first one lives in our area and mentioned that he experienced the same damage and the insurance will attend ASAP, we then received a SMS stating the claim is approved and arrangements will be made for the repairs, see the below:

Nedbank Insurance: The quote for C*** has been approved. ISIHAWU ESISHA PROPERTY SERVICES CC will contact you to make arrangements for repairs. This was on the 10th of November 2020 at 11h56am I then go a call confirming the above and making a appointment for the next day,

No one came out, no one responded, we then called Nedbank a few days later and was told the claim was rejected due to maintenance and a letter would be sent, this was when we followed up on the 16th November 2020, we told them this could not be and we want to escalate the matter, they told us we can only do it once we receive the letter, we have not received the letter to date, we called and they dropped the phone in our ears, the claim handler is never available, the managers is never available, we escaled it to complaints what more can we do to speak to someone. This is not acceptable.

What must we do now.