Please explain Nedbank

Storm damage on 25 February,reported to Nedbank same day. Claim C***. GTR construction appointed by nedbank who decline to do the claim, due to distance. After cmplaining at Hello Peter, about Nedbank poor response, who blame it on Afrikaans because my Quote was done in AFR. A new contractor was appointed. On 7 march I signed an agreement of loss (R3600) for fixing of my electric fence. An addisional amount of R1000 was deducted from this amount as co-payment. On 13 march, I signed another agreement of loss (R21576.61) again an addisional R1000 was deducted from the claim. When I queried the deduction of the second co-payment, another agreement of loss was mailed to me for the amount of R19333.68, which I refuse to sign. When I queried the amount, it was blamed on under-underinsured. After nearly 3 weeks, I'm still left with a broken brick and electric fence. What POOR service.!! Nedbank , please get an Afrikaans speaking consultant to help me! You are going to loose a Good client. Why do I have to spend hours on the phone trying to fix this problem? Nedbank never had to wait oa single day for my payment in 8 years.