Ned bank home insurance useless

I am waiting patiently for Nedbank insurance claims department to prove that they do not care when in need of their service. When my roof was knocked by fallen geyser I called them at mid night for help and I was advise to put a temporal cover on the roof to avoid the risk of the rain. Imagine from 12 mid night you rely on waiting for the next disaster while your insurance tell you that service providers will be available on Monday and you have to figure out how to deal with the Sunday. After dealing with the Sunday there were no further calls or deployment of service provider and I made a call where I was promised to have the building assessor and geyser supplier will come. Till this Tuesday nothing and there is no care for human life. Is this worth to be referred to it as an insurance?