Momentum is not there for you when you need them the most

I have been calling and speaking to your call centre since 10AM this morning. Can someone assist me with removing a tree that was uprooted as a result of the bad weather in CPT. My policy does cover for this. Why can your call centre not assist me. The lady said she is escalating my call to her supervisor. That was at 11:14 this morning. I sent a video on WhatsApp, and I have been messaging her on WhatsApp. she is not responding, and no is calling me back.