Nedbank Insurance has no customer care

In Feb 2020 I lodged a claim with the home owners insurance at Nedbank. It took until just before the lockdown started to have the claim sorted out. This was for drain pipes that a plumber had told me had collapsed. The plumber sent out by Nedbank told me the pipes had not collapsed, they had a blockage. Unfortunately I was not home when they came and so they ostensibly unblocked the pipes and left it at that. Now a few months later, the drains are blocked again and there is water seeping through the ground outside by the drains. I have logged a complaint on the Nedbank website (have the ref number) but I still have no response from this. I have tried to contact Nedbank on ***at least 7 times. 5 of those times the IVR cuts me off before someone answers. One time I got through to the reception (Refilwe)and they cut me off when transferring me. The last time I tried, I got through to Charles who asked me to hang on while he opened the complaint I had sent on the website and then he cut me off as well. I understand we are in lockdown and things are not as easy to do as before, but come on! This is ridiculous! I need someone to assist me to correct what the plumber did. And I need it soon. It is becoming a health threat. Please can someone call me URGENTLY!!!!! to sort this out!