Super bad company and service

We where proposed to change to this insurance by our broker and what a disaster we had a massive tree feel in our gate/walls on Christmas Day and when asking for emergency assistance as we could not go out of our property they told us they are not open until 8 of January so yea we pay insurance but we didn’t get service. After 8 of January is today 13 of February as only now we are getting paid to fix problems and not even the complete money they send in agreement that was quoted is like 2,000 rand short after the duductlable we are liable to pay for any claim so what a bad bad insurance. Never had this trueblea with other ones as soon this claim is finish we are changing for sure