No response from Momentum

I called Momentum on Monday morning to submit a claim for my tyre. They asked me if it was drivable(is said no) and where it was(at home). The took my number and told me to expect a callback within 4 to 6 hours to initiate the claim process. Yesterday, over 24hrs later, I received a call from a lady called Yolandi - very rude and irritable. She basically called to say someone else would call me to initiate the claim process. so i asked about the turnaround time to which she said he has 60 other claims and would not just skip the list to call me ( like who doi think i am?) . so I clarified that i was informed that of the 4-6hrs turnaround. So my claim is not urgent enough for Momentum and their Yolandi to respond to. They will get to me when they are done will the priority ones. right now, over 48hrs later i am still waiting for the call. this was my first experience with Momentum and very disappointing and underwhelming.

My question is, why ensure if you will still take an uber for 3 days while waiting to be assisted.