Netbank do not render service they promise their clients

Netbank Homeowners Insurance is the worst that I came across. My geyser burst on Monday morning 09 11 2020. I contacted the bank immediately. They said they will inform the company to come and assess. I told them that the water is running from the bathroom ceiling, which they logged as a seperate incidence. At 4pm the afternoon I had to phone again and only then did they send out the company to come and check the geyser. The geyser was replaced and I paid the excess fee. i immediately phoned Netbank as the water was running down the adjacent sitting room wall and into the ceiling. When I enquired from Netbank regarding the ceilings, they told me it is not an emergency and the turnover time for the company to come out is 48 hours. It is now Saturday when i phoned again. Now the re port is that the back office dealing with such cases opperates only from Monday ti;ll Fridays and I must phone back on Monday 16th to follow up on the request.

I would like to know is this the kind of service that a major bank renders to their clients. I have been a loyal client for the past 34 years. I am disgusted with their lack of professionalism and disregard for their clients.