Unprofessional Service from Nedbank Insurance

To whom it may concern I previously reported a roof leak to Nedbank Insurance and associated damages were approved and repaired, however the source of the problem which is the roof leak was not repaired professionally, it was just patched up. Since then the roof has been leaking again, I reported it to Nedbank Insurance in October 2020, they appointed a service provider, Indigo Rain trading as Master Contractor to have a look at it, they sent photos to the assessor, and the damage was assessed purely on photos and the claim was submitted. I received a call from Moses from Nedbank Insurance to let me know that the claim was rejected due to maintenance issues. How could the assessor know the extent and cause of damage by not actually coming to the house and looking at it? I've called Nedbank Insurance numerous times, they said they would escalate the matter, but there's no response, in the meantime we're experiencing continuous rain and the roof continues to leak. What is the point of paying for insurance with Nedbank when they cannot assist me, this is unacceptable and unprofessional service delivery!