Bad customer service from Nedbank building insurance

I had a burst geyser on Monday this week, and knowing that I have a "building" insurance that I took through Nedbank , I called the number on the policy schedule. The consultant that I spoke to Tshepo told me I am on a private line and he transferred to that Private line, long story short no one is picking on that number, I send an email no feedback as yet 21 March 2025. Finally I got another number which is not on their schedule, I choose emergency option since I can't get through that department, and manage to speak to Gugu, and I only learnt that the geyser is excluded on my home policy, whereas my understanding is that everything attached to the structure of the house is covered. The consultant just transferred me to another consultant Nthabiseng and she at least had a courtesy to explain to me how the PL ( private line works), but my experience is just a bad service and they don't care about the customers, I am deeply disappointed by Nedbank disservice, it's frustrating and those people on the other hand are not helpful at all, they will just pass you from one consultant to the other. Nedbank policy number P02PL***5