Please help Nedbank

Good day my Name is Abongile Kona I wrote to you guys about a complaint I have with Nedbank 2 months ago my mom made a claim with the company regarding roof and geyser the was a heavy storm on the 8th of August that made half of the roof of my home to flew off this company has been sending people to come and assess the condition they give up hope we saw that nothing is really happening here so on the 19 September after a month and a week I wrote to them because the geyser was leaking very bad damaging the ceiling and we were experiencing heavy rains in east london that means my mom's ceiling dinning room and the kitchen were getting damaged even the walls so since I have been pressuring these people they told me they can't find asbestos anywhere so they will give my mom R12800 I was very angry when they said that to me I mean what must she do with that money these transportation, material to fix the damage and paying the people that will be working that doesn't cover up for the loss the lady then explained the contract conditions I told her we are not expecting 12800 so she then advised me to tell mom do her own quote so she did, now they are telling her they are not expecting the quote my mom sent and they did come to fix the geyser they haven't come to remove the old one after installing the new geyser water is not coming out of the bathroom taps its alot and how they installed it is not safe at all because we are living in area that is not safe at all so please advise me what to do guys my mom got sick because of this she's been paying this insurance company from nedbank for 25 years never claimed now that she needs help the company is failing her.