Upset and frustrated client

This is making me very upset. Anyway last week Friday the 31 of August 2020 I lodged a gyser claim with Nedbank. OK everything went OK, the consultant that registered the claim was very professional and helped me through the process. She appointed a plumber which came on a Saturday and I paid the excess and was advised by the plumber that they fixed the gyser but now an electrician will come and sort out the plugs as the gyser plug was tripping. I waited on Monday until 11:00am no phone calls nothing. I decided to phone the plumber as I taught they will be the ones doing the entire job. They said Nedbank must send an electrician and not them. I phoned Nedbank and the consultants kept on cutting the line and finally got hold of the around 14:00pm. They first said the Plumbers didn't give them feedback but then said they made a mistake for not calling as the plumbers contacted them first thing in the morning. The consultants said I will be contacted again in 2 to 4 hours but that never happened. On Wednesday the electrians came and only spent a minute checking the box. They left and said they will come back same day or the following day. We waited and waited. Today the 7th of August 2020 I was phoned by Nedbank selling me an overdraft and have forgotten about the claim. I told the consultant how upset I was with Nedbank. The lady phoned the insurance Department and advised me that the department advised her that they won't be covering the claim because it's wear and tear. I was even more upset now because imagine if I didnt inform the lady about my problem what would have happened. Were they not suppose to send me a report. So the excess that I paid them is for what if they cannot assist me. Why did they make me wait this long if they knew they were not going to assist me. I really hate Nedbank for what they have put me through at this present moment. Imagine waiting the entire week for a service that you are not going to get. Imagine running after the people that you have been paying for four years so that they can assist you when you are in need and they just ignore you. Wow Nedbank.