Unhappy about service of Nebank short term insurance

I just want to bring to your attention the unhappiness I had with Nedbank short term insurance. I had damages on my kitchen cabinet because the geyser burst. Nedbank sent a service provider to fix the damages. The service provider said they could not get the design for my cabinet and the Nedbank policy states that if they could not get the identical or something similar to what was damage the client will get the refund.I did not have a problem with that because its their policy .To my surprise the counter that I had in my house it was the matte one. The service provider on the day they came to install the counter they never communicated with me that they could not find the matte counter that I previously had they just installed the shiny/glossy one. To me this is a contradiction of the policy I believe that they were supposed to inform the bank that the matte counter it’s not available as they did with the cabinet doors. I must be honest I don’t like the glossy/shiny counter in my kitchen reason I have small kids the shiny/glossy counter will show when the kids are using as cutting board. What makes me unhappy is the fact that no communication that was done. Now when the cabinets doors are no longer available they are informing the bank where as the information about the counter was hidden from the bank. I am very concerned about this kind of service as the client of Nedbank. I got a refund from Nedbank for my 2 kitchen damaged doors. I wrote an email to the complains department about my unhappiness and the complaint officer who was dealing with my query it was Eugene Shikwambana. My complain with Nedbank is that the service provider did not communicate with me about the glossy counter for my cabinet. They brought the counter and installed it and latter on when they are done I took out the plastic I saw its the glossy one. They installed this counter on the 29 June 2020. I sent a what's app message to the service provider boss lady on the 2 July telling her that this is not the matte counter. I even sent her the picture of the glossy counter telling her that she must compare it with old counter that I had she did not respond. Then latter on I realized that I am not supposed to be dealing with the service provider I must complain to Nedbank insurance. Reason I have a contract with Nedbank not the service provider. I wrote the email to complains department their findings for my query/complain. They came back and said the service provider says I agreed that they can install the glossy counter and also I waited for 3 weeks then later on I complain. This is a lie the guys installed the counter and they left I even spoke to the boss lady via whats app message and I send her the picture of the counter. I told her that my counter was the matte one. She was surprised when I spoke to her on the 2 July 2020 hence I sent the pictures of the shiny counter they installed the counter on the 29 June 2020. The picture that I sent to her on the 2 July it was less than the week. I can see the bank is taking the service provider side the fact that this statement says I pulled off the plastic on the counter it means that I agreed and my side of the story does not count. When they were working in my house I was working at home busy with my work I only came to kitchen when they were done installing the counter. They did not speak to me prior installing the counter, taking off the plastic on the counter when they are done its not an agreement. The complain officer Eugene Shikwambana did not investigator my query fairly he was biased. I have decided to cancel my home insurance with Nedbank I will use another company. I will send an email confirming my cancellation for my house insurance

Regards Noludwe Konzani