No update from FNB on leaking roof claim & bad service from FNB consultant

I called at 09:31 today (06 Jan) to report my ceiling was leaking in 2 different areas of the house. I was told i would get a call within 2-4 hours because they have a backlog from the festive season so they'd attend to those 1st. I explained that this was urgent as it's already leaking and the weather forecast shows rain for the whole week. I explained that i was worried there'd be no ceiling if this doesn't get attended to soonest. I was then told this would be escalated so an emergency team can come patch things up while they process the bigger issue of locating the source of the leak. I was given ref number: RNM 24603 and I changed my day around and waited for this call confirming when the emergency team would be arriving. That call that never came. I called twice to follow and eventually spoke to a consultant who wasn't even the least bit apologetic when i explained my frustration at having waited all day. It was now after 4pm. This guy kept telling me that i can't expect their service provider, Digicall, to phone everyone who put through a claim today because the claims are too many. I proceeded to tell him that maybe the FNB consultants should not commit to timelines that are unrealistic as my frustration was based on a time frame confirmed by an FNB consultant in the morning. This guy just kept saying i can't expect a call within those 2-4 hours promised and that the call would be within 24-48 hours. I'm being told this at the end of the day, with a tone that shows a complete disregard for my frustration. I only received a text from digicall after 8pm, still promising I'd get a call within 2 hours. It's after 10pm, no call. It's been frustrating dealing with fnb to try get to the bottom of this. This is enough to have me switch insurers