Conveniently can't pick up my policy number when i need to claim!

I just spent a total of 49 minutes on 9 different calls this morning, pushed around between Absa Idirect and Home assist. I am an Absa Idirect home insurance policy holder trying to get a plumber sent out to unblock my drain but all of a sudden, my policy is not being picked up on the system, a policy I've had from April this year and whose debit payment for the next month just went off a few days go.. I now need to sit and wait while the agent ''escalates'' the mater, while I am sitting with sewer pushing back into my shower; neat :). So I'm now left with no choice but to pay a plumber from my pocket even though i have a 24hour home emergency assistance benefit on a policy that I pay for, every single month. Absolutely disgusted