ABSA insurance can not provide service providers for claims

I have Home insurance cover with ABSA bank. To my knowledge insurance is there to assist in your time of need. I currently have a burst water pipe which is cover by HOC but ABSA can not provide as service provider to assist me. When I spoke to a consultant she advised me theres nothing they can do about. This is not what insurance is supposed to be like and neither is it to cause me as the insured more inconvenience.

ABSA insurance is definitely something I will not recommend to anyone seeking insurance for household insurance. Even the consultant that I spoke to did not even have a care in the world to want to assist further. Definitely pathetic service in my terms.