No response from Nedbank Insurance claims department

In 2014 I submitted a claim for my roof to Nedbank Homeloan Insurance. I did not get a response from anyone since 2014. I logged in another claim for my roof in 2020. This was done online on the portal of Nedbank insurance on the 12 October. No one responded. I phoned and spoke to numerous staff members at Nedbank Insurance, Bridget, Mandy, Bivian, Nomthandazo, and the list goes on. I was told by Nomthandazo that my claim was declined in 2014 due to my roof not being maintained. This feedback I received in 2020. I was then informed that the assessors they call do not want to come out to look at my roof. This was after 3 assessors. I then logged a complaint and was phoned by Claudine Pillay. This is the lady at Head Office. Who also could not assist. No staff member of Nedbank ever phoned me back regarding my claim. I had to phone back every time to find out and this was for the past two months. Today I was told by Gomotso that the claim for the roof was declined of which I was informed by Nomthandazo. According to Nomthandaso she will put a claim through for the interior that was damaged. I phoned yesterday 17.12.2020 and spoke to Bivian and he informed me that Nomthandazo is waiting for the assessor to send them a quote and she will phone me back. Today the 18.12.2020 I am still waiting for her call. I asked for assistance from Head Office and was directed to Claudine Pillay who could not assist me. I then logged a complaint with the Ombudsman, and is still waiting for feedback.