FNB - How can we help you or is there a not missing

I have been waiting for 4 days for HOC Insurance as we have water pouring though our ceiling to the extent the electrics are been damaged and the ceiling is about to collapse not to mention the water damage to the bed and floors. Oscar at the call desk still hasn’t bothered to phone me back. Absolutely pathetic service and quite honestly the heavy premium one pays is of no use as customer service is none existent and the policy covers nothing.