Wrong assessment

This all started on the 14th of March 2025, I reported a water leak coming from the bathroom wall on to my Stoop. Nedbank sent out service providers Leakfind the next day. After there assessment my claim was rejected as I was told it was a waste pipe. I then asked a lady by the name of Gugu to please send another service provider to make sure it's this waste pipe they initially reported. She told me that the claim was already rejected and no one will be sent. I accepted this and got a plumber to come out and do an assessment well to our surprise it was not a waste pipe that was leaking as initially reported but a broken PVC pipe from the warm water that was leaking. It was actually broken. I asked the plumber why this wasn't picked up by the service provider that was sent by Nedbank as they have all the sophisticated tools. His response was that I have a low pressure geyser and sometimes doesn't detect it the only way is to open the wall physically and that's what we did. I contacted Leakfind immediately and showed this to them I even made a video and sent it to them now I was overwhelmed and upset with the service that I did mention it was an elbow but it wasn't it was a broken PVC pipe. I did send a voice note afterwards and told Leakfind it was not a elbow but the pipe and this I got proof of as I sent numerous pictures and videos of the broken pipes and the wall we had broke in. Leakfind apologized immediately and said they will talk to Nedbank and rectify the situation. My first rejection letter was sent and it had something to with Washing machine fittings I could not believe it. I then referred this to the complaints department. A gentlemen by the Name of Kamal helped me and couldn't understand this outcome. All the proof was there in black and white but Nedbank does not want to budge. I am now forced to go to the ombudsman as I know this is right as I was rejected a few times before and accepted the outcome but this I know is the right move because I know I am right. There after I am changing my insurance on my house as this is pathetic service I received. Ricardo and crew thank you so much for that service something I won't forget in a hurry. What they did was just emended the rejection letter from waste pipe from washing machine fittings to elbow leaks. After all I did out of my pocket they come up with this Ricardo listened to the first voice note and made his decision based on that. What else do you want me to do that I haven't already did to prove it had nothing to do with the elbows or waste pipes for you to believe me.It was a broken PVC PIPE!!!!!!!!!!!!!