Unacceptable Treatment from Nedbank

Good day

Ashna Premchand Claim number : C*** I Contact Nedbank Home insurance. A plumber was sent out to our Property on the 15-11-2011. The Plumber took photo and said the geyser was still in warranty. I the called the respective number that was referred which was was Electrolux on ***. Who then said my geyser is out of warranty and I should call my Insurance. I called Nedbank insurance then they said my case is under investigation on the 16-11-2021. I called back on the 18-11-2021 No one still can not give me and answer. I called today the 19-11-2021 A consultant from Nedbank has informed that apparently I now have tempted with my Geyser therefore they have to void my case. It has been a week with out hot water it is unacceptable. I wish I have never changed my bond from Absa I never had issues like this. I mean why would I call out a private plumber when I have insurance it would cost more to do it privately. It is unacceptable. I hope this matter can be resolved ASAP Ashna Premchand ***