Poor Customer Service

I have my home loan with SA Homeloans since 2008. My pool motor packed up over the weekend of the 16th December and I put in a claim (CL432107). I got an sms that a service provider was appointed on the 19th Dec. The Service provider's representative came to assess my pool motor on the 23rd December and spent less than a minute on my property and then left without saying a word. I called the Call Center on the 24th Dec and was told that they waiting for the quote. I then spoke to the owner of the Pool Company on the 27th December, as my pool was in a real bad state with the motor not working over 10 days. The owner confirmed that it was a fault with the motor and I asked if the insurance covers it, which he said they do and that he'll submit his report on the Monday. The Consultant that I spoke to advised that it was rejected due to a mechanical fault and that they only pay for electrical faults of pool motors. I contested this and she said she'd call me back in a few minutes, which she didn't. I then called on Thursday, 2nd January 2020 and got put through to the same lady and I was very upset for the lack of service from SA Homeloans Insurance and she once again promised to get back to me in a few minutes, which she didn't till this minute 7/1/2020. I have had no official feedback from SA Homeloans on the rejection or anything else. I feel that they look for every loophole why not to pay out claims, instead of servicing us as clients.

I would really not recommend there insurance cover to any future buyers!!!