CLAIM NOT PAID

At the beginning of last week I called Nedbank homeowners to log a claim for a water pipe that burst under my kitchen sink. The claim was logged and I was send forms to complete and return with a quote. I did that and send the required documents on Thursday the 1st of March. As per my policy document the turnaround time for this particular claim to be finalized is 48 hours. By yesterday I had heard nothing from the bank therefore I called them. I spoke to different agents but one in particular by the name of Itumeleng mentioned that she does not understand why this has not been finalized, however she will release the payment, my question to her was 48hrs has long passed and I am dealing with a water situation which is an emergency, her response was after the payment has been release it will take 48hrs for payment to reflect in my account. I bank with Nedbank and this is their insurance company why not a direct EFT she said they do not do that. Later during the day I called again and was told 48 hrs. or today the payment will reflect. I have checked and there is nothing in my account. My frustration, which I highlighted to the agents I spoke to is water is a danger and this could lead to further damages in my kitchen, what happens then? I pay a huge amount towards this insurance and this is what I have to endure when I claim. Their policy says 48hrs I did my part by getting a quote as soon as possible to avoid further damages and an inconvenience. Why do we have insurances if they are not helping in times of needs?