Collapsed Ceiling claim not attended to by Nedbank Insurance.

I have submitted a claim for my ceiling that was damaged by water on 27/Jan/2021. On 06/02/2021, the whole dinning area ceiling has since collapsed, damaging furniture and leaving electric cables being exposed. Possible fire, family members being hurt. I called Nedbank this morning and i was told that the whole claims dept is on a road show. My house is full of rubble, my kids could get hurt. Nonone has vontacted me from the Insurance since Saturday when i reported the incided. I have emailed the pictures of the incident to Nedbank with no response. am appalled by such service.