Poor service from Nedbank insurance

After experiencing a massive hailstorm on the 27/3/2020 we lodged an claim with Nedbank insurance. After phoning , asking what is going to happen an assessment was eventually made in June 2020. This then led to the claim being rejected. I am in the process of contacting the ombudsman and need the rejection claim and proof of insurance letter from Nedbank insurance.. They just do not wnat to furnish either, without explanation.