Home assist insurance

Logged case on the 25/09/2020 on this no *** for no hot water from the geyser,plumber came and said electricia is needed,the whole weekend even now,No one has called to check if I was assisted,I called Professor from the assist line he told me that he cant find my case,I must call back during office hours for claims department ,Proffesor the consultant was unhelpful,Not interested in helping me. I still don't have hot water no one from nedbank has bothered to follow up.