HOC poor service

What a poor service I experienced with Absa HOC on the 24/11/2023, I had an emergency for a plumber at my house, I then called for assistance hence I've got a homeloan insurance with Absa. The agent was so unhelpful, she told me that she can't pickup anything with my I D number on the system, I then gave her my policy number but still she said she can't pick up anything, I asked her how is that possible. And I asked her what's the other way that she can be of help, she said even if she could be able to pick up my info on the system I won't get helped the same day because plumbing staff had knock off at 15:00, I mean she didn't even try to assist me all she could do was to add more frustration by telling me that there are no details on the system that shows I have an insurance, however I'm being debited without a fail on monthly basis, she didn't even refer the matter to her superiors she was just like no there is no details on the system about you having an insurance with Absa🚮