Bad Service from FNB Wealth Insurance Brokers

I have a home and car insurance policy with old Mutual Insure through FNB Wealth Brokers. I have had this insurance for years now, and have not claimed for home in over 2yrs. yesterday my geyser burst and I logged the claim. The plumbers came in the afternoon and did an assessment. This morning just after 8am, I was called by FNB to ask me to relog the claim as weekend claim are managed by their emergency and after hours departments. I phoned FNB Wealth brokers and sent an email. At 10am, I was told my claim had been logged. I call every hour and was told the matter has been escalated. At 2pm, I received the reference number yet no call from a plumber. At 3:23pm I received a call from Old Mutual while in a meeting and asked the caller to call back in 10min. When I called the number back, it didn't exist, so I phoned FNB and was again told that the claim is on the system. I e-mailed them for the 3rd time to follow up. At 5pm, I receive a call from plumbers who indicated that I would be attended to after 12pm the next day as they are fully booked in the morning. This has by far being the worse service from an insurance service provider. The reason one incurs an additional fee for a broker is so that you get better service but this has not been the case from FNB Wealth brokers and it's been the most frustrating experience ever