1st for women disaster

I just got off the phone to report my burst geyser and was told my details are not showing at all so this means I've been paying for nothing. At first the guy went into the wrong system so he asked me which insurance I was with so had to reconfirm my ID number. The damn APP does not show policy numbers only what's covered as if I don't know. I have a ceiling that's dripping brown water and showing a Crack. Anymoment now it will cave in and fall all over and I have a small child. I can't have the mess or the time to clean the mess. This is such a disaster.i was even told to pay R650 to a plumber and I'll be refunded, why am I paying when I have this insurance.now I must wait till tomorrow when I'm at work to call for help, if this guy can't find my details how will anyone find my information.