Disgusted

So I logged a claim on Monday 18th to be assisted by a very irritated and crude agent who said they don't send e-mail to their clients when I requested for same so I can respond accordingly with the required docs as my claim required supporting documentation for finalization. She however promised to call me back before lunch time so she could get clarity on what I am covered on as according to her consultation with her supervisor, there was limitations on my claim WHICH ARE CLEARLY not on their schedule. So now I am stuck with a huge hole in my garden posing a great risk to my kids and everyone else awaiting that mighty "call before lunch time" before someone gets hurt to understand what Nedbank really covers itr(4 DAYS LATER). I am hoping someone with a sense of urgency and perhaps have kids to care for will give this the urgency it deserves and expedite this or at least keep to their promises. Claim number C***