Pathetic Service from Nedbank insurance

I am totally appalled and disgusted by the service received from Nedbank insurance let this be known that this isn’t the first time that I have received such pathetic service from them and am now going to seriously look for another service provider. On the 20th of September I called nedbank insurance and informed them of a possible water leak from one of my bathrooms ,as the adjacent room wall was showing signs of dampness and moisture , I made it very clear that this same bathroom and problem was attended to less than a year ago and seems to have not been repaired properly, I’m not sure if the consultant on the other end could comprehend exactly what I was telling her but she said that the workmanship was only valid for 30 days and a new claim had to be logged despite my apprehensiveness I let her do her job and log the claim. A plumber was assigned to the job, they came over assessed the damage and their feedback to nedbank insurance was that the wall wasn’t waterproofed properly. Upon calling nedbank insurance on the 28/09/2021 I was informed of the assessment and advised that this falls under maintenance and won’t be covered . I was furious and told the consultant to look up my claim history and she would clearly see that this was reported and apparently” fixed” less than a year ago and if the wall was not properly waterproofed shouldn’t this have been the responsibility of the plumber that repair the pipe of the tiler that repaired the wall and replaced the tile , this consultant agreed with me and advised that it would be followed up with the service provider that did the repair and will fall under poor workmanship. A week passed and I received no feedback from the service provider that carried out the repair or Nedbank I did a follow up on the 04/10/2021 and expressed my disgust at the lack of communication, professionalism or urgency in attending to my complaint ,another call centre agent attended to me this time and explained that she doesn’t know why this wasn’t followed through with the repairing service provider but that she was going to follow this up for me, I advised her that I would like a call from the relevant manager explaining to me as to why my claim/compliant hasn’t been attended to as yet and what is the course of action to remedy the situation as this clearly is poor workmanship from the previous repair and I am being given the run around now for 3 weeks needless to say that I haven’t received that call yet or any feedback from Nedbank insurance.Just to put things into perspective I have a 2.3 Mil plus bond with nedbank, financed previous vehicles with the bank and have a private banker. I would think that during this tumultuous time they would be taking better care of their customers as plenty of other banks, insurance company’s and service providers are crying for business and fighting for the small part of the active market that exists in the aftermath of covid and recession. I seriously think that my business needs to go to where it is appreciated and I get the service that I deserve. I too work in a customer centric industry and will never give or let any of my employees deliver the service that I have received. P.S I hope this review ends up on the right desk