Pathetic service from ABSA insurance

I have an absa Home Owners Comprehensive insurance, which covers plumbing. I called them for the very first time because there's water all over my bathroom, pipe burst. To my surprise I'm told that they can't pick up my details on their system, not my ID or policy number is useful. This is the same insurance I get billed for altogether with my home loan repayment. I'm told they can't help, what I'm I paying for then? Their Consultant told me to call during office hours so I can be validated, what about the situation I'm in right now!!!!