Fnb homeloan

I contacted fnb call centre and the agent i spoke to said she is changing some of the things for security and put me back in the call queue. Then i phoned back and could not answer the security questions correct then get told have to go to a branch. What ******* is this. I just need to claim from insurance my boundary wall is cracking due to water leak from ekuruleni side. Its the worst service from supposed trained call centre agents.