FNB Insurance/Hollard Insurance-Who is *****ing from me?

I am insured by FNB. The main switch tripped and will not go up, meaning I have no electricity. I phoned FNB insurance around 13h00 for assistance, was kept holding for 28 minutes before being assured that my request for help had been logged and help supposedly coming. At 1**** I called having not heard from FNB or an electrician and was told the turnaround time was up to 4 hours. In the mean time I received an email with a claim number at 15h11 informing me Hollard Insurance Company will be in contact and provide applicable timelines! It went on to say if I have further questions I should not hesitate to contact them, they will gladly assist! That was the end of the empty promises. When I followed up at 17h43 giving the claim number CL***2, I was informed that the department was closed, all had knocked off! The critical question: I pay FNB for insurance every month. How do I end up at the mercy of Hollard and on my own? If I am insured by Hollard, why am I paying FNB who clearly collect the money and do not care what happens after that? Has the *******ion we see in government of being ********** paying several middlemen with no visible service delivery infiltrated FNB and Hollard? This is scandalous! So much for customer service and having insurance!