Momentum collosal failure

We have been with Momentum insurance for a few years now, never skipped a payment. My geyser burst at 2am this morning and I logged a claim on the Momentum App. This is now just before 12pm, but nobody has contacted me to replace the geyser. When I called Momentum to follow up I was told that since my payment (of which the debit order went off today) is not reflecting yet, they can't process the claim. I have to wait. Really! They didn't even have the decency to let me know. This is not the service I am expecting from a company.