What a terrible experience I've had from Nedbank Home Loans

After calling Nedbank Home Loan department for 2 weeks to report about a geyser burst - Nedbank consultants kept on saying they cannot see my insurance policy (another agent actually told me that the system they use during the week is different from the one they use on a weekend, hence he could not see my policy), which was very strange to me. In the meantime, we tried fixing the geyser as it was leaking, after stopping it from leaking, it was not heating up, carpets and wooden floors were also damaged. But we kept on trying to fix these because Nedbank kept on saying they could not locate our policy. After trying other means to get assistance from Nedbank, I was finally contacted by Auto and General insurance - which did not help the situation have not processed our claim to date after receiving the claim from Nedbank on the 27th February 2020. Because our house was being damaged because of the water-leaks, we decided to try and fix (That was brutally wrong) – “THAT IS WHAT DISQUALIFIED US WITH OUR CLAIM”. What this experience with Nedbank has taught me is that - Nedbank does not care about me as their customer. They care only when they want business from me. I feel I have just been ****** by Nedbank. Am I protected in any way by dealing with Nedbank as a my bank? Or even my home loans? Is Nedbank in partnership with Auto & General to have Auto & General decline claims?