Pathetic Service

I logged a claim against my swimming pool 2 months ago. I had to constantly call myself to check on my claim. I made about 12 calls which costed me as i used my cell phone. When I called last week I was told the my claim was declined and a rejection letter will be sent to me, what I cannot understand is that the sand filter has a crack on it and is sucking in air. I get told that that is not covered but as far as I know that is part of the pool motor system. No one ever bothers to call you and advise you as to what is going no. To date not letter was mailed to me and not even a phone call. I called this morning and again was promised that a so called claim assessor will call and again nothing. Being a client of Nedbank for more than 25 years and get treated like this, hell no. I need Nedbank to re look at my claim and if they do not, i will be moving my 2 bond account and other accounts to another bank