Extremely bad service

i have gotten the worst service from Nedbank Home insurance. I put in a claim, and asked if an agent could access my claim over the weekend or after hours, as i work during the week. i was told by the agent that that could be arrange. A contractor contacted me and i was told they dont do work on weekend and after hours, and they told me Nedbank will contact me. They did not contact me and i called and they then told me they cannot assist with that as all their contractors work only during the week. I then asked to speak to the manager of that department and he promised to look into the matter and get back to me. To date i have not got a response from that manager. my wife called and they told her that they could not help. Why wasn't i told when i signed up for this insurance that this was the issue. Could someone please assist as the agents and management in that department is no help