Home Assist - Useless & Oversold

On Sunday, 26th April I called Nedbank Home Assist ***) to come assist at my flat as someone pushed my sliding door too far such that it went off its rail, and the rubber came off the glass, and after waiting for quite sometime on the phone, the lady I spoke to informed me that they could not assist me, and they would assist if the glass was broken. I find this preposterous for a bank that promises all these things and when they are called in to action and they come with all sorts of stories. And it's a bit illogical to inform a member that you want to assist when things are more worst than their current situation, my balcony is still unfixed and to date I have been pondering as to why I have Nedbank as an insurance if they can't even assist me on the most simplest of things, and if they still insist that they won't help me, I will move on and switch to a better provider. This is utterly unacceptable! They should stop selling things to people that they can't deliver on! I await proper feedback on this, THANK YOU!!!