Nedbank Homeowners Insurance is not meant for home insurance

I just had a Geyser Burst on the 22nd of August and I have a Nedbank homeowner's insurance but when I called Nedbank Insurance, they said my homeowner's insurance was cancelled. How is that possible as I never cancelled my insurance? The insurance premium amount is included on the bond payment. Nedbank has been getting the bond payments monthly. They told me that they are looking at the matter and will get back to me and that never happened. On the 23rd of August I received a SMS apologizing for the inconvenience and stating they will call me within 24 hours to lodge my claim. Today is the 24th and still no one called me so that I can lodge the claim. I called twice today and was told the policy is active, but they cannot lodge the claim and the consultant helping had to escalate the case to some other department. Up to now i have not received any help from Nedbank Insurance and I have not had anything fixed as I do not know how to proceed ...........